Order management - Costumer Service Analyst

Job description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world's largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

This position supervises the customer service line staff regarding front-end (ie. order taking, query handling, delivery scheduling) and back-end (ie. Credit Notes, Debit Notes, Mass Balance revisions) activities. Resolves issues, works with customers and staff to overcome conflicts and to provide quality customer service. Achieves the general objectives of the department, which are to provide a high quality service to our external and internal customers.

Key Responsabilities

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Supervises, coordinates and oversees all the Customer Service Center activities.

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Provides support to Sales by managing an efficient customer service interface.

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Monitors effectiveness of Customer Service agent staff and the efficiency of the fuel scheduling process.

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Ensures team provides a professional and efficient service to our internal and external customers.

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Adheres to call center best practices complying with existing rules and attending customers within expected service levels.

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Manages the incoming flow of customer calls, by setting up an efficient call center operation to handle all order-to-cash related activities.

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Elaborates handles and solves complaints originating from external/internal customers related to the provided customer service level.

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Receives customer product orders, providing information regarding product price and credit status.

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Coordinates the creation of Credit and/or Debit Notes resulting from invoicing corrections or price adjustments.

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Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

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Gives support to the Sales areas with the communication strategies, information and news to the clients and providing feedback about the product availability.

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Responsible for creating and maintaining the customer master data in Navision for delivered (CIF) and Ex-Rack (FOB) customers.

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Coordinates the scheduling and delivery of product to customers, by ensuring efficient use of all trucks and achieving satisfactory service levels.

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Develops optimized delivery schedules ensuring lowest cost to serve and satisfactory service levels.

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Search for the proper balance between service quality and fleet efficiency.

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Coach employees in interpersonal relationships in order to serve the internal and external customers.

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Creates a positive environment that promotes and recognizes individual and team efforts.

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Develops the necessary skills and competencies within the team to support the business goals and objectives.

Desired profile

Qualifications :

Required Experience

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English level 80% both written and verbal.

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1 year of Customer Service Experience in Back Office tasks.

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High-school degree. Undergraduate University studies a plus.

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Background in Call Center activities is an advantage.

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Experience in dealing with external customers preferred.

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Proficient in Microsoft Office and Outlook.

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Excellent verbal and written communication

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Conflict handling skills

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Able to prioritize work tasks

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Able to handle fast moving and high pressure customer facing environment

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Problem solving skills

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Customer Service oriented

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Quick learner

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Excellent planning and organization skills

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Proactive and detail-oriented

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Team player