CX Order Management Specialist with Italian

Seniority Level:

At AB InBev, dreaming big is what we do. Brewing the world's most loved beers, building iconic brands like Corona, Stella Artois, Samson and crafting meaningful moments are what inspire us.

Brewing the world's most loved beers and building brands consumers love, AB InBev is where ownership, ambition, and action thrive. We empower you to dream big, lead change, and create a long-lasting legacy. We value relentless problem-solvers who take accountability, embrace challenges, and turn bold goals into results through resilience and hard work.

That's Who We Are: Come and OWN IT.

What's in it for you:

• Benefits for you and your family to help your physical and mental health
• Competitive parental leave and pension contributions (2,5%)
• 25 days holidays per year
• Employee benefits to help your physical and mental health and overall wellbeing (Accident, Health and Luggage insurance, discounted services like HP Market, Multisport Card, GS Pharmaceuticals, etc.)
• A beer allowance to enjoy our brands
• Meal vouchers
• Employee networks to support diversity and inclusion
• Local Bonus
• 26 weeks paid leave for mothers

As CX Order Management Specialist you will be the first point of contact for our external customers ON/OFF Trade and our internal stakeholders to constantly increasing customer satisfaction.

In this role you will be responsible for customer relationship management, coordinating all requests and complaints, and be end-to-end owner of the order-to-delivery flow (O2D): from processing incoming orders to the creation of the delivery that is sent to our third party logistics provider. You will be responsible for a sales area either in on- or off-trade.

What will you be doing:

• Perform daily routines on order input and allocation, following up on OOS and managing returns

• Manage customer accounts and follow-up on open issues, notify customers proactively about relevant topics

• Solve incoming requests directly with customers for defined activities, for example perform requested order changes. Solve incoming tickets like, moving delivery dates, analyze ad-hoc requests balancing cost & benefit, provide proper information to management to be able to take a final decision

• Receive, check and manage incoming complaints from customers for order related issues. Pursue solution in accordance with third-party logistics provider, credit team and account managers

• Monitor and increase customer satisfaction by increasing service level offered and continuously identify opportunities for improvement of services

• Work with our third party logistics provider and manage delays, unloading slots and kegs returns

• Drive initiative of order automations and process improvements through robotics and macros. Follow operations excellence guidelines based on LCP requirements

• Ensure that all requests and inquiries are resolved within agreed KPIs and SL

What you will bring:

• Fluent in Italian and English (These languages are a must)
• University degree in business studies or relevant working experience, some experience in customer service or managing customer relationships or operations for FMCG companies is a plus
• Knowledge of MS Excel
• Knowledge of SAP, Salesforce or other CRM platforms is a plus
• Excellent communication skills to work seamlessly with multiple stakeholders across different departments
• Problem solving mindset and good time management and prioritization skills

Build your career with us

We recruit for mindset, ambition, cultural fit, and growth opportunities.

UNIQUE CULTURE

We are proud to be part of something bigger than ourselves and are passionate about building upon our company's long legacy. We believe in collaboration and candor, which results in a dynamic culture with open communication.

BRANDS EVERYONE LOVES

We are part of the collective, global history of beer. We are the proud makers of more than 500 iconic brands, from beloved international classics to local favorites.

GROWTH OPPORTUNITIES

Our people grow at the pace of their talent. We empower our people to learn, expand their perspectives, and unlock career growth. In an environment where commitment to excellence pays off, our people are able to deepen their impact and create a long-lasting legacy.

#LI-ABI ZoneEUR