Customer Service Specialist with Spanish
Location: Kraków
With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world's biggest brands — and we have fun doing it. Now, we're calling all you rule-breakers and risk-takers who see the world differently and are bold enough to reinvent it. Come, transform with us.
Responsibilities:
- Accountability (Deliverable Outputs):
- Provide requested services to customers as a part of Service Catalogue
- Review and provide information about the situation of their orders, deliveries and invoices data
- Monitor customer compliance to agreed logistic trade terms
- Review and provide logistic or descriptive information of products
- Inform the customer about the out of stock proactively and when that affects the order
- Manage the unloading time slots with customers
- Review and provide information about escalated cash collection, claims and credit situation
- Maintain the record of the most common issues and problems and their solution status
- Accountable for an alert generated by its own customers and ensure they are solved within agreed times
- Ensure proper Master Data
- Coordinate Master Data requests from customer/ other functions
- Follow up if needed with the customer regarding product & price lists for master data updates
- Maintenance of customer contacts
- Support proper Order Management process
- Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with Order Validation Specialist
- Monitor that customer place orders according to the agreed schedule and rules
- Support proper Claims Management process
- Ensure proper flow of claims between customer, 3PLP (IBM) and Unilever
- Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
- Claims resolution communication (pricing, logistic, trade terms) to customers as per customer Service Catalogue
- Ensure the readiness of customer to accept rejection of their claims and pay disputed value
- Deal with escalations form price, logistic and trade terms Claims Specialists
- Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
- Support Cash Collection & Credit Management activities
- Follow up escalated overdue invoices with the customer
- Support the whole team with the actions mentioned in B2C agenda
Qualifications:
- Fluent Spanish and English
- Customer Focus (focus on external and internal customers)
- Bias for action (focus on results and use of intelligent risk taking)
- Team Alignment (team player; supports and respects others)
- Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
- Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
- Good MS Excel skills
- Good knowledge of SAP Customer Facing related transactions and workflows
- Good knowledge of financial controls related to Customer Facing processes
- Strong analytical skills including analysis of complex data
- Ability to work effectively under pressure
- University Graduate (min. Bachelor)
What can we offer?
- Attractive salary
- Stable job offers - employment contract
- Work in a multicultural and diverse environment with employees from over 30 countries
- Genpact supports professional tranings and great career development opportunities
- Free access to our award-winning learning platform
- Benefits such as Insurance, Luxmed, additional vacation days, biking policy
