Customer Service Specialist
1 maand geleden
At JTI, we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.
To make a difference with us, all you need to do is bring your human best. Job Title: Customer Service Specialist
Location: Amstelveen, Netherlands
Contract Type: Permanent
Professional Area: Customer Service
Do you have a passion for delivering exceptional customer service? If so, we have the perfect opportunity for you We are seeking a full-time Customer Service Specialist to join our team in the Netherlands. Customer Service Specialist Responsibilities
The Customer Service Specialist is responsible for timely order fulfillment for JTI's direct-to-retail customers and coordinating operations with the third-party logistics provider (3PL). This role ensures business continuity by monitoring and controlling various aspects of the automated SAP O2C process related to DTR customers. Key responsibilities include: Order Fulfillment
Manage daily SAP O2C procedures to ensure timely order forwarding to 3PL for JTI's Direct-to-Retail customers, maintaining delivery schedules. Ensure a 100% match between customer orders, JTI delivery orders, and 3PL delivery reports to guarantee customer satisfaction and Track and Trace compliance. Serve as primary backup for wholesale order fulfillment and act as the designated SAP O2C Power User, requiring relevant training for system expertise. Coordinate 3PL Operations Maintain strong daily relationships with the 3PL Customer Service department regarding shipments to JTI's DTR customers, including attending weekly performance calls. Serve as the primary contact for customer queries needing JTI follow-up. Flag and record irregularities at the 3PL for logistics management to address in recurring management review meetings. Return Management Oversee product return and credit note procedures for DTR customers, coordinating the approval flow for swift processing. Ensure returns are Track and Trace compliant where applicable and serve as a backup for the wholesale return process. Inventory Control Ownership of the product overview file providing an overview of market inventory. Daily updating of stock levels and productions, weekly updating of actuals. Alignment with demand planner on stock priorities and supporting O2C to ensure efficient SKU transitioning. J-SOX Timely execution of applicable O2C JSOX controls providing related evidence of the controls and its results. Flag any irregularities and investigate to resolve. Committed to perform all controls and the related documentation according to the defined J-SOX control description. Within 6 Months You Will: Understand and adhere to the company’s customer service policies and procedures. Gain in-depth knowledge of the company’s products to assist customers effectively. Requirements: Higher Professional Education (Bachelor). Work experience within O2C, logistics (preferably 3 years or more). Fluent Dutch and strong English. PC literacy: MS Excel, Word, Outlook, SAP. What's In It for You?At JTI, we believe in the importance of a good work-life balance while we offer lots of opportunities for development and career progression – across functions and internationally. Maybe that’s one of the reasons why our employees stay an average of nine years with us and we have been certified as a Top Employer for over thirteen years. Additional Benefits
On-going development opportunities in a multinational environment that will inspire you to grow professionally and personally. The opportunity to work 50% of your time outside of the office and 10 days abroad per year. Working from home equipment (e.g., chair, screen, mouse, and keypad). 20 vacation days + 12 so-called ADV days on a full-time basis. 13th-month salary. Group insurance. Bonus scheme. Different engagement activities such as dinners, drinks, social gatherings, parties, etc. Business laptop and iPhone. Unique Family leave policy (at least 20 weeks of fully paid parental leave regardless of gender, sexual orientation, or the way of becoming parents). Next Steps:After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure:
Interview with Recruiter Assessment tests Interviews with the Hiring Manager’s Team OfferAt JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Recruiter know during the selection process.
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