Customer Care Agent FMCG

Are you the one we are looking for?

send me your CV to anais.bosmans@cx.ausy.be or call me on 03/369.19.81

• 
  Bachelor degree (eg logistics, administration, international commerce)
• Recommended 1-2 years customer service experience, preferably in a fast-moving environment
• Strong eye for detail and are able to see connections in data, events and trends
• Very good planning & organisation skills and can manage priorities and deadlines
• Excellent communication skills and able to interact with different people and parties in a professional way
• Highly customer-focused with a positive ‘can-do’ attitude
• Result-driven, enthusiastic and have a high energy level
• Team player and able to work in an autonomous and challenging work environment
• IT literate (Outlook, Word, Excel)
• Very good bilingual (Dutch & French) with good knowledge of English
• Team player and able to work in an autonomous and challenging work environment

Freelancers komen ook in aanmerking! Dit is een project voor 6 maanden.

Je kan rekenen op een marktconform salaris aangevuld met diverse extralegale voordelen zoals:

• Maaltijdcheques
• Ecocheques
• Hospitalisatieverzekering
• Groepsverzekering
• 32 verlof-dag (ADV dagen inclusief)
• Gratis deelname aan technische events en bedrijfsevenementen, denk maar aan onze technische workshops en onze AUSY Family Day
• And last but not least een persoonlijke mensgerichte begeleiding doorheen jouw projecten

The Customer Care Agent is a customer facing role, focused on process excellence within order acquisition and order processing systems whose purpose is to:

• ensure that customers’ needs are understood
• ensure that the product is delivered in accordance with customer requirements
• ensure efficient and effective capture and processing of customer orders
• deliver excellent customer service

You will work closely with the Customer Collaboration Manager and Sales to define customer needs. You will own the 0-16 weeks demand planning horizon and will be in close collaboration with Inventory and 3PL manager to ensure orders are full filled. You will be in contact with our data management team to have smooth flow of orders in our planning systems. In case of any issue you will take the lead to solve and look for structural solution. You are a key contributor to ensuring customer satisfaction.

Are you the one we are looking for?

Send me your CV to anais.bosmans@cx.ausy.be or call me on 03/369.19.81

• 
  VMI (vendor managed inventory) order management (if applicable)
• Phone acquisition order management
• Management of orders: semi-automated, Free of charge orders, Customer requested order amendments,..
• Resolution of errors related to all orders including EDI (dependent on level of expertise)
• Resolution of blocked orders due to system set up/ master data issues (dependent on level of expertise)
• Manipulation of orders to maximize efficiency of delivery
• Management of customer promotion program
• Interact with our demand planning-, Inventory- and Sales Team to ensure all parties have the required information to effectively manage their part of the total supply chain.
• Take ownership for the analysis of core performance data for product accuracy, demand planning and service. Identify and implement improvements for the horizon 0-16 weeks (including back-ordering process).
• Being able to execute in depth analysis within supply chain (service, returns, claims,..) with aim to improve efficiency.
• Handle emergency alternate procedure for customer
• Expert knowledge of customer e.g.order patterns, preferences
• Involvement in execution of customer specific projects
• Report generation detailing performance against KPIs