PRIMARY PURPOSE(S) OF POSITION:
Manage customer claims and returns, as part of the Customer service team. Manage claims linked to deliveries (quantity & part discrepancies, damaged parts, lost in transit etc), quality & price adjustment in full coordination with Order management team, Cash collection team, Sales team. Deal with customer stock cleaning & customer returns: issue goods return authorization to customer & related credit notes, upon warehouse inspection results. In charge of follow up for intercompany flows. Manage direct shipments claims. Claims and returns management are done in SAP Hybris C4C and SAP ERP. Update status of the claim in SAP C4C and follow-up accordingly until completion. Run recurrent reports on the progress of the claims and returns.
✓ Claims management
Upon receipt of claim (written form, file etc.), follows the procedure. Coordinate with related departments to accept or reject the claim & answer to customer accordingly.
Input the related credit/ debit note request. Edit document & send information to customer & eventually cash collection team.
✓ Goods return
After internal request assessment & following internal procedure, send to customer the authorization or rejection to return, according to existing approval matrix.
Upon receipt of the warehouse, goods return analysis (file or fax) upload order return and / or create final billing document = return credit note. Inform Cash collection & forward to customer in conformity to procedures.
Coordinate collection of used parts & refund of caliper cores together with customers, forwarder & supplier according to process in place.
✓ Others & coordination
Input requests for customer account creation or change
Interco flows follow up
Manage order for catalogues, samples or personnel orders for FMMP staff.
Closely coordinate activity with Order management team, Sales & Finance.
Make sure shared point information is always up to date with latest procedures.
Seek for process improvement, pro-active problem solving & participate to workshops.
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
• Fluent in English and Spanish (mandatory), Italian and/or German is a big advantage
• Minimum/Essential: Bachelor degree or equal through experience
• Desirable: Bachelor degree
• Minimum/Essential: 1-2 years experience in a commercial environment