Customer Service & Logistics Specialist

Job description

ORDER TO CASH PROCESS Ownership of the complete order process, for both finished goods and VISIT (POS) in SAP, including events and services of RB coolers/VISIT items. Track delivery from third-party logistics to end customer while ensuring high quality service. Work towards the resolution of logistical and operational issues originating from both the third-party logistics and customer. Responsible for the creation and update of the relevant master data related to customers. Ensures that processes are executed according to the corporate governance and guidelines. CUSTOMER SERVICE SPECIALIST Control and set up procedures in terms of managing orders, credit notes, penalties. Optimize the process through standardization and automatization of related workflows within SAP or other IT tools. LOGISTICS SUPPORT AND QUALITY RELATED ACTIVITIES Provide accurate and helpful information to support internal and external customers. Act as first point of contact towards the customers, for all issues related to the order to deliver process. Coordinate the request from customers in alignment with quality management of internal and external certificates. Ensure compliance to the Red Bull quality standards for all PO and finished products (temperatures, humidity, warning & blocking guidelines). Shared responsibility on customer satisfaction and customer related KPIs. Treatment of complaints from consumers. Execute and monitor periodical tasks (month/year end closing). PROCESSES, SYSTEMS AND MISCELLANEOUS Make sure to deliver month end closure processing. Prepare all relevant legalized order documentation, including letters of credit and any other applicable export documentation. Support in providing required documentation and reporting during Internal and External Audits (Inventories, Orders, Invoices, …). Maintain Systems and Database integrity. Document and update of local processes. Usage of standard reporting. Recommend improvements in current reporting. Promote and recommend continuous improvement based on data. KEY RESULTS & DELIVERABLES Direct management of the day-to-day logistic planning and execution, dealing with any logistics and customer queries in a timely and professional manner. Develop a top-quality mindset which is reflected along the supply chain, our products and services, processes. Ensures that current logistic setup is in line with the needs of internal and external customers, proactively initiating benchmarking, changes and improvement activities. Be the single point of contact for customers in all operations related issues. Accurate and proactive system information and reporting of Key Performance Indicators to the Customer Service Manager and Customers. Ensure KPI targets are met. At least 3-5 Years of working experience in similar position. Bachelor's degree in Supply Chain, Logistics, Business or related field. Fluency in Spanish and English (verbal & written). Solution, Quality and Service oriented. Attention to detail. Strong communications skills (verbal and written). Work under pressure -- good time management. Ability to multi-task is essential. Proactive, empathetic, patient. Good problem-solving and analytical skills. Proactive outlook on continuous improvement. ERP knowledge -- preferably SAP. Good proficiency in Microsoft Excel. Represents the Logistics point of contact for Red Bull with Customers, providing support for several countries of the Central America, Caribbean and Andean region. Is responsible for the Supply Chain execution of the Order to Cash Process of cans and visibility Items. Guarantee top quality of our products that reflects the premium brand of Red Bull along the supply chain and compliance with the local regulations related to food safety, consumer protection and any other relevant regulation for the RB business. Standardize and streamline processes according to global standards making sure that the department works with transparent, efficient and effective processes. Constantly review areas of your department and provide solutions for improvement of processes, structure and enhanced ways of working according to ever changing business requirements.