Customer Quality Senior Specialist

4 days ago

Prague, Hlavní město Praha, Czech Republic AB InBev Full time 400,000 - 800,000 per year
Seniority Level:

Job purpose

We're seeking a proactive individual to join our team, dedicated to enhancing Customer Satisfaction through diligent investigation, prevention, and resolution of Quality and Logistics issues raised by customer as complaint. As a key player, you'll lead initiatives to boost Customer Satisfaction and streamline complaint management processes. Your role involves taking ownership of processing complaints from both external and intercompany customers, ensuring swift and effective resolutions. By overseeing preventive actions in breweries and ports, you'll elevate the quality of our services. Becoming proficient in our CRM system and understanding SAP standards, you'll deepen your operational understanding. Additionally, you'll hone your analytical skills in database analysis and Excel, while showcasing exceptional organizational and negotiation abilities. If you're ready to make a tangible impact and excel in a dynamic environment, this role is for you.

Key responsibilities

Operational excellence

  • Ensure timely and high-quality resolution of complaints by proactively following up with stakeholders to address issues promptly.
  • Maintain open communication with customers, providing regular updates on the status of their complaints and ensuring transparent resolution processes.
  • Manage the issuance of credit and debit notes, overseeing the financial aspects of complaint resolution.
  • Act as a central point of contact for issue resolution, liaising with customers, sales teams, and internal partners to address a wide range of concerns, from master data discrepancies to transportation challenges.
  • Provide operational support to team members, offering assistance in problem-solving and stepping in to help when the Team Leader is unavailable.
  • Collaborate with the Team Leader to tackle key operational challenges, sharing responsibility for finding effective solutions.
  • Coordinate and address ad hoc issues and requests from line managers, ensuring prompt resolution and efficient communication.
  • Track and analyze Key Performance Indicators (KPIs), using insights to drive continuous improvement and enhance service quality.
  • Provide support for structural improvements, including PDCA and Risk Management initiatives, as well as involvement in various projects.
  • Fulfill additional responsibilities as assigned by the Team Leader.

Qualifications and Technical competencies required

Education & Experience

  • Graduate degree
  • Logistics Experience in an ideally FMCG Company for at least 2 year
  • Experience in Supply chain overall and in Logistics Transport or Warehousing

  Behavioral competencies

  • Logistics understanding, especially in regard to sense of urgency and prioritization, analytical skills.
  • Interpersonal skills / Assertiveness & Communication.
  • General business sense.
  • Flexibility, resilience, ability to perform in stressful conditions.
  • Able to work in a dynamic and fast paced environment.
  • General business sense and high level of service mindset
  • Detail oriented, results focused.
  • Active team player.

Technical competencies

  • Power BI, Power Query, Microsoft Word and PowerPoint skills
  • SAP knowledge, Advanced Excel skills

Language skills

Fluent in English (Spanish/Portuguese depending on the Team)

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