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Sr Global Complaints Handling Specialist
Ab Inbev
Place of work
Czech Republic, Prague
Czech Republic, Prague
Contract type
full-time
full-time
Information about the position
Job description, responsibilities and duties
YOUR JOB
Process all complaints from Export Direct and intercompany customers; follow up with complaint owners to ensure resolution is provided in quality and timely manner. Improve complaint management process, prepare root cause analysis. Coordinate and lead the activities aiming the increase of Customers Satisfaction. The position plays a key role in ensuring customer complaints are handled on time and to improve customer feedback globally.
YOUR MAIN DUTIES
- Receive and log all incoming complaints into internal database. Support to structural improvements (PDCA & Risk Management follow-up) & projects
- Follow up with complaint owners on resolution to ensure resolution is provided in quality and timely manner
- Provide regular update to customers on the status of their complaints and communicate the resolution
- Issue credit and debit note requests, follow up on the creation and financial booking. Perform team routines and check points
- Analyze the result of the monthly ticket satisfaction and the End to End Customer Satisfaction surveys
- Conduct monthly calls with selected customers to understand their satisfaction level. Keep the Process Documentation up to date
- Coordinate the action plan preparation with Export Logistics, follow up on the resolution. Perform other duties as requested by the Team Leader
- Ability to support other team members in operational issues and providing first level assistance in case Team Leader is not available
Process all complaints from Export Direct and intercompany customers; follow up with complaint owners to ensure resolution is provided in quality and timely manner. Improve complaint management process, prepare root cause analysis. Coordinate and lead the activities aiming the increase of Customers Satisfaction. The position plays a key role in ensuring customer complaints are handled on time and to improve customer feedback globally.
YOUR MAIN DUTIES
- Receive and log all incoming complaints into internal database. Support to structural improvements (PDCA & Risk Management follow-up) & projects
- Follow up with complaint owners on resolution to ensure resolution is provided in quality and timely manner
- Provide regular update to customers on the status of their complaints and communicate the resolution
- Issue credit and debit note requests, follow up on the creation and financial booking. Perform team routines and check points
- Analyze the result of the monthly ticket satisfaction and the End to End Customer Satisfaction surveys
- Conduct monthly calls with selected customers to understand their satisfaction level. Keep the Process Documentation up to date
- Coordinate the action plan preparation with Export Logistics, follow up on the resolution. Perform other duties as requested by the Team Leader
- Ability to support other team members in operational issues and providing first level assistance in case Team Leader is not available
Information about the selection process
At AB InBev you'll join a driven team that shares your desire to grow, your courage to challenge and commitment to act. In return, we'll reward your achievements.
The opportunity is here. Make it yours!
The opportunity is here. Make it yours!
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
University education (Master's degree)
Language skills
English - Upper intermediate (B2) and Spanish - Upper intermediate (B2)
Personality requirements and skills
YOUR GENERAL SKILLS
- Analytical skills and attention to detail / Reliability / Punctuality
- Interpersonal skills / Assertiveness & Communication
- General business sense
- Ability to work independently and prioritize workload
YOUR WORK EXPERIENCE
- Experience in Supply chain overall and in Logistics Transport or Warehousing
- Experience in a logistics department or a FMCG Company will be a plus
YOUR LANGUAGE SKILLS
- Fluency in English and Spanish
YOUR EDUCATION LEVEL / TECHNICAL SKILLS
- Education leve: Graduate degree
- Technical skills: Microsoft Office (Excel, Outlook, Power Point) / SAP / System minded
- Analytical skills and attention to detail / Reliability / Punctuality
- Interpersonal skills / Assertiveness & Communication
- General business sense
- Ability to work independently and prioritize workload
YOUR WORK EXPERIENCE
- Experience in Supply chain overall and in Logistics Transport or Warehousing
- Experience in a logistics department or a FMCG Company will be a plus
YOUR LANGUAGE SKILLS
- Fluency in English and Spanish
YOUR EDUCATION LEVEL / TECHNICAL SKILLS
- Education leve: Graduate degree
- Technical skills: Microsoft Office (Excel, Outlook, Power Point) / SAP / System minded
Advertiser
Brief description of the company
We are AB InBev. Committed to driving growth that leads to better living for more people, in more places. Through brands and experiences that bring people together. Through our dedication to brewing the best beer with the best ingredients. And through our commitment to helping farmers, retailers, entrepreneurs and communities grow. We are building a company to last. Not just for a decade, but for the next 100 years. Through our brands and our investment in communities, we will bring more people together, making our company an integral part of our consumers' lives for generations to come.
Our brewing heritage dates back more than 600 years, spanning continents and generations. From our European roots at the Den Hoorn brewery in Leuven, Belgium; to the pioneering spirit of the Anheuser & Co brewery in St. Louis, US; and the creation of the Castle Brewery in South Africa during the Johannesburg gold rush. Now, with operations in over 50 countries, and our brands sold in over 100, we are truly a world leader, and our diverse portfolio of well over 400 beer brands includes global brands Budweiser, Corona and Stella Artois.
Our brewing heritage dates back more than 600 years, spanning continents and generations. From our European roots at the Den Hoorn brewery in Leuven, Belgium; to the pioneering spirit of the Anheuser & Co brewery in St. Louis, US; and the creation of the Castle Brewery in South Africa during the Johannesburg gold rush. Now, with operations in over 50 countries, and our brands sold in over 100, we are truly a world leader, and our diverse portfolio of well over 400 beer brands includes global brands Budweiser, Corona and Stella Artois.
Company address
Contact
E-mail: send CV
ID: 3159209
Datum zveřejnění: 14.8.2017
2017-08-14
lokalita: Czech Republic, Prague Pozice: Complaints Department Clerk, Customer Support Specialist Společnost: AB InBev