Customer Service Agent, Benelux

Job content

Site Name: Belgium-WavrePosted Date: Mar 28 2023Location: Belgium – ZaventemLanguage: Dutch & French and good knowledge of EnglishCustomer Service Agent, BeneluxHello. We’re Haleon. A new world-leading consumer health company. Shaped by all who join us. Together, we’re improving everyday health for billions of people. By growing and innovating our global portfolio of category-leading brands – including Sensodyne, Parodontax, Aquafresh , Panadol, Advil, Voltaren, Otrivin, and Centrum – through a unique combination of deep human understanding and trusted science. What’s more, we’re achieving it in a company that we’re in control of. In an environment that we’re co-creating. And a culture that’s uniquely ours. Care to join us. It isn’t a question.Job Purpose:To offer a single and specialized (highly professional) point of contact for customers to handle their order transactions with the company to contribute to an effective availability of Haleon products for the customer/patient.To fulfill customer orders in a compliant way until the invoicing, with due quality and in due time.To ensure an outstanding achievement of customer service objectives by working in partnership with customers (as well as external as internal), business partners, firstly on local level but also as backup on Benelux level.Key Responsibilities:Customer Service ManagementOrder Processing

• Guarantee the continuity of incoming order flows from customers by regular

monitoring and pro-active checks of the different order channels.

• Process received customer orders in the ERP system, solve blocking statuses

and release orders for picking & delivery with respect of the agreed the cut-offtimes of the different sales channels.

• Process & follow-up the execution of indirect (transfer) orders (Belgium only).
• Make sure to be correctly informed about the availability status of products

and apply the internal rules in case of allocation/rationing of a product.

• Give instructions to warehouse and to carrier for the execution of non-stan

dard picking & delivery.

• Report on batch traceability by customer/order/date & support quality in case

of recall.

• Follow-up the continuity of the invoicing process until the mailing.
• Participative support in the periodical closing activities.
• Alert immediately warehouse and carrier of large customer orders.
• Coordinate the solution of delivery problems with logistic service providers

(inclusive the Logistic responsible within the company) effectively and offercost-efficient alternatives.

• Maintain & update Customer Master data in ERP system.

Complaint/Return management and credit notes

• Register and update complaints and requests from customers in the central

database + any another tool (warehouse system) and escalate.

• Feedback to customer on result of internal investigations after Logistic claim.
• Apply the quality guidelines to handle returns requests and process, organize

and follow-up returns.

• Prepare and process invoice corrections.
• Process planned rebates, trade claim activities, month end bonus (via Credit

notes).Communication

• Handle questions from customers in due time and in a highly professional way
• Ensure clear and correct communication to internal/external customer.
• Manage relationships with other departments like LOC Finance, GENPACT,

BSC.-Manage sensitive situations which might impact on the quality of the cus-tomer relationship, especially on prompt and right decision taking and subse-quent actions required.

• Work in partnership with customers, Logistic partners and local colleagues to

ensure required service level (proactive communication & planning).

• Be informed about general communications to customers and support these

communications actively as point of contact for customer/consumer.

• Based on Sales & Finance input, maintain BE Pharmacy Price list up to date.

Reporting & Control

• Daily ensure that shipped deliveries have been properly invoiced
• Know, understand and apply the CERPS processes applicable to the Customer

Service activities.

• Ensure right use of CERPS code to justify the missing lines in delivery (OTIF re

porting).

• Ensure weekly calculation of OTIF reporting + root causes.
• Archive compliance evidence and copies of documents related to the order-to-invoice process (Free deliveries, manual price changes).

Projects

• Participating in various Customer Service & Logistic improvement within the

region (Customer Satisfaction, Logistic Efficiency, …)

• Support continuous improvement within the Benelux CS team.

Why join us?The future of everyday health is changing. And we’re the people changing it. In front of us is an incredible opportunity to go beyond what any of us have done before. And make everyday health more achievable, more inclusive and more sustainable. For more and more people. So join us, as we build one of the world’s leading consumer healthcare companies. Join us to innovate our category-leading brands. To better understand people’s everyday health needs. To tackle the biggest barriers that stand in their way. To change individual and societal behaviour. Join us to work with colleagues who share your restless energy. To explore your interests. To stretch yourself to do the best work of your career. And join us, as together we build a working experience that encourages us all to lead happier, healthier, more productive lives. The way we see it, every day is an opportunity for better. And we’re going all in to realise it.Care to join us. Find out what life at Haleon is really like www.haleon.com/careers/At Haleon we embrace our diverse workforce by creating an inclusive environment that celebrates our unique perspectives, generates curiosity to create unmatched understanding of each other, and promotes fair and equitable outcomes for everyone. We’re striving to create a climate where we celebrate our diversity in all forms by treating each other with respect, listening to different viewpoints, supporting our communities, and creating a workplace where your authentic self belongs and thrives. We believe in an agile working culture for all our roles. If flexibility is important to you, we encourage you to explore with our hiring team what the opportunities are.As you apply, we will ask you to share some personal information, which is entirely voluntary. We want to have an opportunity to consider a diverse pool of qualified candidates and this information will assist us in meeting that objective and in understanding how well we are doing against our inclusion and diversity ambitions. We would really appreciate it if you could take a few moments to complete it. Rest assured, Hiring Managers do not have access to this information and we will treat your information confidentially.Haleon is an Equal Opportunity Employer. All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, marital status, sexual orientation, gender identity/expression, age, disability, genetic information, military service, covered/protected veteran status or any other federal, state or local protected class.Please note that if you are a US Licensed Healthcare Professional or Healthcare Professional as defined by the laws of the state issuing your license, Haleon may be required to capture and report expenses Haleon incurs, on your behalf, in the event you are afforded an interview for employment. This capture of applicable transfers of value is necessary to ensure Haleon’s compliance to all federal and state US Transparency requirements.