CUSTOMER CARE

Job overview The Customer Care Specialist plays a critical role in providing behind-the-scenes support to ensure smooth and efficient customer service.
It is a multifaceted role on handling non-customer-facing activities with a focus on pricing, commercial conditions, claims, and returns management.
In this position, you will manage the administrative and operational tasks that assist front-line customer service agents and enhance the overall customer experience.
You will collaborate with cross-functional teams, ensuring accurate and timely processing of customer requests and complaints, helping to maintain customer satisfaction and business efficiency.
Key Responsibilities 1.
Pricing Management & Commercial Conditions.
Manage and update customer pricing based on agreed-upon commercial conditions, including contracts, promotional offers, and volume-based discounts s in the ERP.
Ensure commercial agreements, contracts, and special pricing terms (e.
., payment terms, volume discounts) are accurately applied to customer orders.
Investigate and resolve any discrepancies in pricing or promotional offers, ensuring customers are billed according to their agreed terms.
2.
Claims Management.
Manage customer claims related to product defects, service issues, delivery problems, or order fulfillment errors from initial receipt through to resolution.
Investigate the root cause of claims, working with relevant teams (e.
., product, logistics, finance) to identify the source of issues and implement corrective actions.
Accurately document all claims and resolutions in systems, track claim trends, and generate reports for internal stakeholders.
Use claim data to identify recurring issues, propose improvements to processes, and reduce future claims.
3.
Returns Management.
Manage the return process for defective, damaged, or unwanted products, ensuring that returns are authorized in accordance with company policy.
Ensure all returns are processed efficiently, including coordinating logistics and ensuring that returned goods are inspected, credited, or replaced.
Resolve any disputes related to returns, including handling issues of lost or damaged items in transit, ensuring that customers are fully informed and satisfied with the resolution.
Oversee refunds or exchanges for returned items, working with the finance team to ensure correct amounts are refunded in a timely manner.
4.
eporting & Documentation Generate internal reports on customer interactions, issue resolution, and order processing performance.
Track customer service metrics (response times, issue resolution times) and assist in identifying trends or recurring issues.
Competencies Customer-Focused.
Passionate about providing excellent customer service with a focus on empathy and problem-solving.
Communication Skills.
Strong verbal and written communication skills with the ability to explain complex information in a clear, concise, and friendly manner.
Problem-Solving Ability.
Proficient at resolving issues efficiently and effectively, demonstrating patience and professionalism.
Attention to Detail.
Able to manage multiple tasks and inquiries with precision and accuracy.
Technical Proficiency.
Familiarity with CRM software (e.
., Salesforce, ERP (SAP Fiori), and Microsoft Office Suite.
Organizational Skills.
Ability to manage multiple tasks simultaneously while adhering to deadlines and maintaining a high standard of work.
Teamwork & Collaboration.
Ability to work closely with both internal teams and external departments to address customer needs and resolve issues.
Skills, Experience and Knowledge Requirements Bachelor’s degree in Business Administration, Supply Chain Management, Finance, or a related field.
3+ years in a pricing, commercial management, logistics inverse management or operations role.
Proven experience managing commercial agreements, pricing strategies, and handling claims/returns processes.
Experience working cross-functionally with teams such as sales, finance, legal, and supply chain.
Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
Experience with ERP systems (e.
., SAP) Exceptional communication skills, both written and verbal, to collaborate effectively across teams.