Minimum of 3 years experience in Customer Service activities, with 1 year experience in leading a team.
Fluent in English and French; other languages are an asset / may be requested according to scope of activity.
JOB REQUIREMENTS & SKILLS:
• Well organized,
• Capable of versatility & adaptability
• Capable to work in multi cultural environment
• Business process knowledge
• SAP, MS–office, data warehouse
• Work in team
• Take initiatives
• Internal: customer service front office and back office, sales, warehouse, traffic, supply chain, quality, finance
• External: customers, agents, forwarders and others when required
The position leads the local team in charge of Back office activities, such as claims management, warranty and quality and returns, for the aftermarket business of FM. The role drives process improvements to increase productivity. The FM Back office Team Leader will also support the recruiting and later coordinate all day-to-day local matters of the Romanian-based Back office team. The Back office Team Leader will also perform certain operational activities, particularly related to the back office area. All these activities shall be performed in full coordination with existing structures.
- Implement & organize the back office team
Recruit local team to be able to fulfill Back office activities for Aftermarket in EMEA, in charge of claims management, warranty and quality and returns, processes improvement & tools.
Implement the team & ensure they have the means to perform their tasks. Ensure the team performs in full compliance with F-M internal policy & applicable legislation
Coordinate organization of local activity with other customer service departments within EMEA organization. Coordinate & organize activities within the team in order to ensure continuity in service to customers. Adapt & standardize best processes
- Leadership & processes
Follow F-M processes: Ensure order processing, claims management claims management, warranty and quality and returns are done according to internal approved & defined processes & in conformity with F-M standards. Drive the continuous improvement of such processes.
Provide guidance & coaching to the back office team on a daily basis.
Coordinate teamwork & set up priorities to ensure best service to customer & best support to sales & other customer service teams.
Set up goals for the team & encourage continuous improvement.
Control & ensure compliance of processes with internal policy& ethics, trade & tax regulations, financial rules
Coordinate also with other functions such as Operations, Marketing, Finance (credit analyst), HR, Quality … depending on tasks scope
- Operational activities
Manage customer claims. Deal with customer stock cleaning & customer returns: issue goods return approval to customer & related credit notes upon warehouse inspection results. Manage other claims linked to deliveries (quantity & part discrepancies, damaged parts, lost in transit, etc) & price adjustment in full coordination with Customer service front office, cash collection team, sales team & Supply planning teams. In charge of follow up for intercompany flows. Manage Interco orders and claims.
Recurrent reporting of claims and return status and follow-up with involved parties.