Customer Engagement Specialist

Description

Interacts as single point of contact with assigned Priority Customers concerning the O2C process. Responsible for the overall effectiveness of the Customer Fulfilment process. Proactively engages assigned customers to deliver effective communication & continuous improvements. Liaises with Trade & O2C functions to drive service levels, optimal cost to serve & satisfaction of customers. Creates positive customer experience, providing added value at every customer interaction.

Mission :

Responsible for the SC relationship with assigned Priority customers
Accountable for any issues & requests from their assigned customers to ensure they are resolved on timely basis
Perform root-cause analysis & continuous improvement
Proactively act upon Voice of the Customer’ data to drive Customer Satisfaction
Optimize Customer Experience
Collaboration with Tactical Customer Engagement Lead
Support customer segmentation & joint scorecard processes
Help identify & execute SC customer collaboration activity
Monitor agreed service plans, value-generation & satisfaction targets
Support SC Operational meetings on a regular basis with top-segment customers
Collaboration with Global Customer Fulfilment CoE
Assists in local execution of global strategy
Actively participate in Global Customer Fulfilment community, sharing local best practice & adopting best practice seen elsewhere
Collaboration with Order Management experts
Review blocked orders for certain scenarios (i.e. trade terms compliance), with the customer. Make request to update &/or unblock them to Order Acceptance experts
Liaise with Customer Fulfilment Coordinator/s & Distribution/3PL in case of urgent delivery issues
Collaboration with Claims Management experts & Reverse Logistics (Returns & Refusals)
Point of contact for Priority Customer calls (for O2C matters)
Forward claims information to Claims Management experts for registering in ESKER
Claims resolution communication to customer as per customer service plan