Customer Service Specialist - French Speaking

Job Title: SNO Customer Excellence Specialist

Job Overview: The SNO Customer Excellence Specialist is responsible for performing supply chain operations with a strong focus on customer collaboration and achieving sales targets. This role involves managing the complete order process, from placement to delivery and ensuring timely and accurate fulfillment. It requires monitoring order status, promptly resolving any issues, and maintaining clear communications with customers. By optimizing logistics operations and consistently meeting or exceeding KPIs, this role ensures efficient delivery and high-quality service.

Key Responsibilities

1. Responsible for the end-to-end order management process.
2. Lead communication with customers on all supply chain topics.
3. Maintain master data and monitor pricing.
4. Handle sales booking, invoicing, and financial reconciliation.
5. Prepare document legalization and coordinate on shipping import permits.
6. Collaborate with logistics teams to schedule shipments according to the business plan.
7. Coordinate Track and Trace reporting for shipments.
8. Ensure timely sharing of all necessary shipping documents with customers.
9. Track the value and status of shipments to provide visibility on monthly sales landing.
10. Closely interact with the Demand Planner to align on the correct batches to be supplied to customers.
11. Ensure compliance with contractual agreements (FOC’s, discounts etc.).
12. Align with Finance and Commercial Operations teams on credit limits for customers.
13. Handle complaints and track corrective measures.
14. Support the SNO Head of Customer Excellence in monitoring and improving key performance indicators.
15. Update dashboards and prepare reports for different departments.
16. Establish strong relationships with customers.
17. Lead collaboration with customers in meetings and on business-to-business projects.
18. Define and implement standards and procedures to ensure optimal customer experience.

Competencies

1. Good written and oral communication skills. Ability to speak in a friendly, confident, and efficient manner. Capable of writing clearly and concisely, whilst having effective listening skills to understand the needs of our business partners.
2. Strong team player who acts like an owner and is ultimately focused on delivering results with high standards.
3. Ability to work under tight deadlines in a fast-paced environment.
4. Obsessed with customers and building strong partnerships.
5. Attention to detail with a proven ability to manage multiple priorities simultaneously.
6. Agile, systematic, controlled, organized, and detail-oriented.
7. Experience with SAP.
8. Advanced skills in Excel.
9. Digitally curious.
10. Can speak and write in English and French.
11. Previous Supply Chain experience advantageous.