Customer Experience

23 hours ago

Budapest, Budapest, Hungary Celanese Full time

Overview:

We are looking for a Senior Associate Specialist, Customer Experience - Logistics Operations to join our team in Budapest.

Position Summary:

Responsible for perfect End-to-Endorder fulfilment, from order receipt to delivery ensuring customer satisfaction for the assigned business in EMEA.

This position will interface with counterparts in Accounts Receivable, Logistics Procurement, Trade Compliance, Planning and Scheduling,Commercial and Business – and further functions - to manage processes that meet productivity and quality metrics ensuring seamless order execution.

Responsibilities:

Areas of Responsibility:

  • Ensure perfect fulfilment of orders from order receipt to delivery and resolve issues as required.
  • Covering your own client portfolio and keeping a good relationship with both external and internal stakeholders.
  • Coordinate all load and shipment processes with local plant / warehouse personnel and carriers to ensure on time delivery to customer.
  • Proactively monitor open orders and deliveries to avoid and resolve issues at the earliest possibility and mitigate negative impact of unavoidable disturbances.
  • Key transactional contact for customers and 3rd party logistics service providers.
  • Maintain key internal relationships including business, sales, supply chain planning, product management, credit, financial shared services, and logistics procurementand further functions.
  • Update customer master information in SAP.
  • Process billing related adjustments (e.g. returns, credit/debits).
  • Where necessary support sales representatives and business line managers with order related reports, data analysis and customer communication.
  • Ensure adherence to all Safety and Compliance written standard operating procedures and controls, trade compliance, customs compliance, transportation and logistics regulations, Sarbanes Oxley, Dangerous Goods regulations, Responsible Care and ISO 9000.
  • Ensure adherence to defined operational escalation process to leads, regional experts and plant personnel when encountering unforeseen delays in shipping from plant and ultimate delivery to customer. Manage exceptions and emergency situations.
  • Assist with resolution of freight invoice discrepancies.
  • Assist with inventory reconciliations.
  • Document, investigate and follow up of internal and external complaints.
  • Recommend process improvement including investigation of quality failures and the development of preventive and corrective actions for quality failures.

Qualifications:

Requirements:

  • At least 1-2 yrs, preferably over 3 yrs, of supply chain experience.
  • Exprerience in Customer Service.
  • SAP knowledge.
  • Fluent English, further languages are a benefit (French is a bonus).
  • Outgoing personality with excellent communication skills.
  • Strong, decided personality.
  • Solution oriented mindset.
  • Customer focus.

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