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Customer Solutions Analyst

Customer Solutions Analyst

GEBZE / KOCAELİ, TR

GEBZE / KOCAELİ, TR

We are currently looking for Customer Solutions Analyst to join our Supply Chain who will effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

 

Main Responsibilities;

 

         Demand Capture:

  • Complete and resolve all demand capture failures within defined service level agreement

         Order Filter:

  • Contact customer or internal contact to resolve blocked orders within SLA
  • Align material information with customer to be able to capture orders

         Order Fulfilment:

  • Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out of Stock Repository
  • Apply the mitigation agreed with customer if related to already exisisting orders or Request to Order Fulfilment to setup the mitigation action for future orders
  • Manage Stock Allocation issue that requires a customer contact
  • Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC(Interface Centre of Competence)
  • Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
  • Contact the customer and propose a resolution in case of Physical Logistics(Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues

          Billing:

  • Collaborates with billing in the resolution of billing issues that requires a contact with the customer

          Returns and Refusals:

  • Be the pricipal contact for the customer for all returns and refusals
  • Capture and register Returns and Refusals requests through Customer Interaction
  • Analyse reasons for refusals and contact customers to propose mitigation actions for refusals
  • Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of  credit/debit value
  • Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
  • Manage, monitor and coordinate of the destruction of goods - when needed with Physical logicistics and 3rd party providers
  • Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance
  • Inform Sales about non accepted returns and request for their approval when needed - Market dependent
  • Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g. COC O2C Master Data Specialist and COC Pricing Analyst
  • Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
  • Optimize orders where logistical efficiency is required such as attainment of logistics trade terms
  • Identifying, analyzing, and initiating the escalation process  based on the escalation criteria.
  • Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
  • Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's
  • Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process

 

 

Qualifications required for this position are as follows;

 

  • 2 years or more experience in leading teams in at least two of the following areas;

          Customer Service/ or Call CentreCustomer Facing Supply ChainDemand & Supply Planning, Distribution/ Materials Handling, Sales and/ or Marketing

  • Project management experience to implementation of major project(s) or change program(s)
  • College/University degree required
  • SAP Knowledge

We are currently looking for Customer Solutions Analyst to join our Supply Chain who will effectively drive the Perfect Order Cycle Approach to minimize all waste and complexities in the O2C flow.

 

Main Responsibilities;

 

         Demand Capture:

  • Complete and resolve all demand capture failures within defined service level agreement

         Order Filter:

  • Contact customer or internal contact to resolve blocked orders within SLA
  • Align material information with customer to be able to capture orders

         Order Fulfilment:

  • Contact customer, when required, to propose mitigation actions due to Out of Stock risk and keep updated the Out of Stock Repository
  • Apply the mitigation agreed with customer if related to already exisisting orders or Request to Order Fulfilment to setup the mitigation action for future orders
  • Manage Stock Allocation issue that requires a customer contact
  • Manage Delivery Creation issue in collaboration with Order Filtering and/or ICC(Interface Centre of Competence)
  • Contact the customer and propose a resolution in case of Transportation issue related to Load Optimization, Carrier Selection, Appointment Scheduling and Delivery delay
  • Contact the customer and propose a resolution in case of Physical Logistics(Warehouse) issue related to Warehouse Capacity and/or Pick&Pack and loading issues

          Billing:

  • Collaborates with billing in the resolution of billing issues that requires a contact with the customer

          Returns and Refusals:

  • Be the pricipal contact for the customer for all returns and refusals
  • Capture and register Returns and Refusals requests through Customer Interaction
  • Analyse reasons for refusals and contact customers to propose mitigation actions for refusals
  • Assess Compliance of Returns Requests according to Market Return Policy Conditions and ensure all relevant documentation is in place for analysis of  credit/debit value
  • Manage the execution of Refusals with Customers & Transport and receive and archive all relevant information of the case
  • Manage, monitor and coordinate of the destruction of goods - when needed with Physical logicistics and 3rd party providers
  • Provide guidance and help with missing documentation -when needed- to Claims Management on the returns and refusals acceptance / non acceptance
  • Inform Sales about non accepted returns and request for their approval when needed - Market dependent
  • Collaborate with relevant specialists (in COC and Market) to determine and better understand cause of master data and pricing exceptions that cause blocks or order failure - e.g. COC O2C Master Data Specialist and COC Pricing Analyst
  • Ensure regular monitoring of open orders as per steps and frequency defined in SOP Standard Operating Procedures and Standard Routines
  • Optimize orders where logistical efficiency is required such as attainment of logistics trade terms
  • Identifying, analyzing, and initiating the escalation process  based on the escalation criteria.
  • Manage relationships with key stakeholders in the Market and CoC to ensure the quality and processes are meeting the business and system requirements.
  • Drive and encourage continuous improvement within the team moving to a more efficient exception management process meeting all internal and external KPI's
  • Participate in NCE operational review meetings and contribute to continuous improvement of demand capture process

 

 

Qualifications required for this position are as follows;

 

  • 2 years or more experience in leading teams in at least two of the following areas;

          Customer Service/ or Call CentreCustomer Facing Supply ChainDemand & Supply Planning, Distribution/ Materials Handling, Sales and/ or Marketing

  • Project management experience to implementation of major project(s) or change program(s)
  • College/University degree required
  • SAP Knowledge

Apply now »