Customer care agent (tijdelijk 3 maanden) at PepsiCo Benelux

Flemish Brabant

Main purpose of the role

The Customer Care Agent is a customer facing role, focused on process excellence within order acquisition and order processing systems whose purpose is to:

  • ensure that customers’ needs are understood
  • ensure that the product is delivered in accordance with customer requirements
  • ensure efficient and effective capture and processing of customer orders
  • deliver excellent customer service

You will work closely with the Customer Collaboration Manager and Sales to define customer needs, with Demand planning, Inventory and 3PL manager to ensure orders are full filled. With our DMO- and SaFiCo teams to resolve and root cause issues that are preventing the smooth flow of orders within the systems. You are a key contributor to ensuring customer satisfaction.
 
The Customer Care Agent role is typically a L3/4 role, reporting into the Customer Service & Customer Collaboration Manager.
 
You will respect and be a ‘role-model’ for our Values.

Responsibilities

  • VMI (vendor managed inventory) order management (if applicable)
  • Phone acquisition order management
  • Management of semi automated and manual order acquisition
  • Management of Free of charge orders
  • Customer requested order amendments
  • Resolution of errors related to all orders including EDI (dependent on level of expertise)
  • Resolution of blocked orders due to system set up/ master data issues (dependent on level of expertise)
  • Manipulation of orders to maximize efficiency of delivery
  • Management of  customer promotion program
  • Dealing with the issues arising from non-availability of stock
  • Interact with our demand planning-, Inventory- and Sales Team to ensure all parties have the required information to effectively manage their part of the total supply chain
  • Emergency order handling
  • Resolving reasons for blocked orders with the customer
  • Treat customer complaints in an effective way, ensure thorough follow up of returns and refusals and proactively search the most adequate solution for the customer
  • Handle emergency alternate procedure for customer
  • Service analysis for defined customers
  • Expert knowledge of customer  e.g.order patterns, preferences
  • Involvement in execution of customer specific projects
  • Follow up on timely and accurate order delivery by the 3PL
  • Solve issues related to late or non-complete order delivery by 3PL
  • Report generation detailing performance against KPIs
  • Checks to ensure adherence to Pepsico policy
  • OM reporting, archiving
  • Backup of CS colleagues within BE

Key skills / experience required

  • Bachelor degree (eg logistics, administration, international commerce)
  • 1-2 years customer service experience, preferably in a fast-moving environment
  • Strong eye for detail and are able to see connections in data, events and trends
  • Very good planning & organisation skills and can manage priorities and deadlines
  • Excellent communication skills and able to interact with different people and parties in a professional way
  • Highly customer-focused with a positive ‘can-do’ attitude
  • Result-driven, enthusiastic and have a high energy level
  • Team player and able to work in an autonomous and challenging work environment
  • IT literate (Outlook, Word, Excel)
  • Very good bilingual (Dutch & French) with good knowledge of English