Customer Care Agent - Poland

Job description

People are at the heart of our strategy

A family-owned Group, Roquette offers a  positive  and  attractive  work and career environment, in which everyone can learn,  develop , contribute to the overall company performance and be  recognized  for doing so.

As part of a growing global organization under transformation, you will be encouraged to perform at your best. With over 8000 employees globally, more than $3.5 billion revenues, we give our people the opportunities to be an entrepreneur of their career. Roquette has an immediate opening for a Customer Care Agent, Poland. This is a highly exciting opportunity to contribute to the strategic vision for the Customer Care organization and a rewarding challenge for a leader to inspire and build a new high-performance team.

Join us and be part of a team that values performance, quality, and customer intimacy!

Job Description

Position Summary
As a Customer Care Agent you will play a key role in the execution of the « Offer to Cash » process covering a diverse geographical scope and a portfolio of customers. This includes developing customer intimacy, managing customer relationship and enhancing customer satisfaction by providing quick and accurate responses.

What Will You Do?

We have both Front Office Agents and Freighter Specialists. Our Customer Care Agents are transversal roles operating across both types of activities.

Reporting to the Customer Care Manager, Poland , your main responsibilities will be:

Front Office Agent:

·  Receive, review, handle and follow-up customer requests (sample included) –commercial, quality, product, supply chain domain, etc. ;
·  Lead the internal coordination to obtain what is needed according to the SLA (Service Level Agreement) –answer to customers, get their feed-back and ensure the right level of customer satisfaction;
·  Check and register contracts in the system (activate the contracts (SAP), follow-up on contract phasing and follow up with outbound calls to customers in collaboration with Sales
·  Receive customer Purchase Orders, analyze the PO in consistency with the contracts information and key/create the Sales Order/DPO in the Information System;
·  Follow-up and monitor the sales order portfolio; in close relationship with the freighters follow-up the deliveries and inform customers in due time;
·  Provide all the supporting documentation to the delivery;
·  Manage the additional services linked to the delivery taking into account the customer segmentation and invoice the services according to the rules and the agreement in place;
·  Receive, manage and follow-up customer complaints –address the answer to customers based on SLA;
·  Issue credit and debit memo requests;
·  Based on the financial balance sheet (credit management): manage soft recovery actions for low risk or medium risk customers (within SAP environment);
·  Analyze the result of the satisfaction surveys (NPS) and contribute to enhancing the customer satisfaction by developing customer relationship and cocooning. 

Freighter Specialist:

·  Freight and book the transport (road, sea, river or multi-modal) while respecting customer specifications and the “Good Practices” and rules defined by the Transport Department;
·  Organize the groupage of orders per transport unit (general cargo, containers, swap bodies, etc.), for the same customer or for several customers;
·  Prepare the transport planning, define the loading slots in agreement with the loading points (at the plants or  the warehouses) and the unloading schedules according to customer needs;
·  Follow-up the deliveries and the trace-ability to the customer;
·  Inform Customer Care Front Office Agents in case of difficulties: transportation delays, possible extra costs to be sent to customers;
·  Check related delivery documentation, transfer to service providers to hand them to customers;
·  Respect the policy and transportation rates established by the heads of the Transport Department;
·  Verify the validity of requests for additional transport costs (deliveries on Sundays, bank holidays, demurrages, rush deliveries, etc.);
·  Validate billing requests of the transport companies based on the rules and procedures in force and inform the internal Transport Specialists upon receipt.

Who are we looking for?

·  Previous experience in B2B - B2C Customer Care (2-5 years minimum)
·  Education – Bachelor Degree in Sales, Supply Chain, Engineering
·  Strong knowledge in Microsoft excel, PowerPoint, SAP  
·  Strong communication and relationship building skills. 
·  Fluency (written and verbal) of English required
·  Fluency (written and verbal) of a second language required (Russian/French/Lithuanian)
·  Additional fluency (written and verbal) considered a plus (Latvian/Hungarian/Czech)
·  Agile and flexible in a fast-paced work environment
·  Ability to work autonomously
·  Results oriented and organized

Note: Please note that we will only accept applications that are made to us via our Careers site.

As we are working with an external staffing agency who will screen all candidates prior to interview, your resume will also be shared with this staffing agency.

Roquette provides numerous career opportunities, thanks to the diversity of its jobs and their international dimension.

Joining Roquette means joining dynamic teams ambitious for success.

Add Your Talent to Ours!