Customer Service Representative (Knowledge in Logistics) \- \- \- \- \- \- \- \- \- \- \- \- EXPECTED KEY RESULTS Order and delivery management • Captures, records and processes customer orders according to their needs, contract and defined service level • Proposes product alternatives in case of product discontinuation or stockout • Where applicable, optimizes, plans and coordinates deliveries with customers and partners Execution follow-up • Manages the customer order portfolio and ensures execution tracking • Coordinates with relevant partners to guarantee on-time delivery and service commitment fulfillment • Proactively informs the customer of any issues, delays or inability to meet service commitments, and seeks a solution for the customer • Informs and follows up with customers Request management • Captures customer requests and claims • Analyzes and provides appropriate resolution or response to problems • Contacts, follows up and closes the loop with the customer • Conducts initial root cause analysis of problems and implements appropriate corrective actions to prevent recurrence • Shares recurring issues with relevant internal partners to identify solutions Sales support • Identifies and captures sales opportunities related to orders, requests and customer portfolio management Implementation and improvement of work methods • Applies standards and procedures (including internal control rules, embargoes, etc.) • Contributes to continuous improvement to enhance work methods and customer satisfaction