Customer Service & Logistics Specialist

ORDER TO CASH PROCESS

• Ownership of the complete order process, for both finished goods and VISIT (POS) in SAP, including events and services of RB coolers/VISIT items.
• Track delivery from third-party logistics to end customer while ensuring high quality service. Work towards the resolution of logistical and operational issues originating from both the third-party logistics and customer.
• Responsible for the creation and update of the relevant master data related to customers.
• Ensures that processes are executed according to the corporate governance and guidelines.

CUSTOMER SERVICE SPECIALIST 

• Control and set up procedures in terms of managing orders, credit notes, penalties.
• Optimize the process through standardization and automatization of related workflows within SAP or other IT tools.

LOGISTICS SUPPORT AND QUALITY RELATED ACTIVITIES

• Provide accurate and helpful information to support internal and external customers.
• Act as first point of contact towards the customers, for all issues related to the order to deliver process.
• Coordinate the request from customers in alignment with quality management of internal and external certificates.
• Ensure compliance to the Red Bull quality standards for all PO and finished products (temperatures, humidity, warning & blocking guidelines).
• Shared responsibility on customer satisfaction and customer related KPIs.
• Treatment of complaints from consumers.
• Execute and monitor periodical tasks (month/year end closing).

PROCESSES, SYSTEMS AND MISCELLANEOUS

• Make sure to deliver month end closure processing.
• Prepare all relevant legalized order documentation, including letters of credit and any other applicable export documentation.
• Support in providing required documentation and reporting during Internal and External Audits (Inventories, Orders, Invoices, …).
• Maintain Systems and Database integrity.
• Document and update of local processes.
• Usage of standard reporting. Recommend improvements in current reporting.
• Promote and recommend continuous improvement based on data.

KEY RESULTS & DELIVERABLES

• Direct management of the day-to-day logistic planning and execution, dealing with any logistics and customer queries in a timely and professional manner.
• Develop a top-quality mindset which is reflected along the supply chain, our products and services, processes.
• Ensures that current logistic setup is in line with the needs of internal and external customers, proactively initiating benchmarking, changes and improvement activities.
• Be the single point of contact for customers in all operations related issues.
• Accurate and proactive system information and reporting of Key Performance Indicators to the Customer Service Manager and Customers.
• Ensure KPI targets are met.