Customer Service Supervisor
Job Location: Shanghai
Company description
Ferrero is a family-owned company with a truly progressive and global outlook and iconic brands such as Nutella®, Tic Tac®, Ferrero Rocher®, Raffaello®, Kinder Bueno® and Kinder Surprise®. As the love for our brands continues to grow, so too does our global reach. Represented in more than 50 countries, with products sold in more than 170, the Ferrero Group is loved by generations around the world. The secret to our global success? 38,767 dedicated employees who celebrate care and quality to craft a business, careers and brands we are proud of. Join us, and you could be one of them.
Diversity Statement
Ferrero is committed to building a diverse and inclusive culture in which all employees feel welcomed and appreciated and have the same opportunities. We believe all of our people are equally talented in their own way. In nurturing the curiosity and natural abilities of our employees, we provide them, generation after generation, the means to succeed personally and professionally, enabling them to craft their journey at Ferrero. The diversity of our talents is what makes our work environment multicultural, innovative and highly rewarding.
About the Role:
To be responsible for Key account service level improvement coordination and direct sales study and preparation.
Main Responsibilities:
- Full process management on managing order, releasing order, returning order & Sampling order.
- Generate the report to line manager for the further requirement
- Project and process update if necessary
- Prepare weekly/monthly KA service level tracking report and customer scorecard with reconciliated KPIs.
- Maintain good cooperation with sales team & customer, continuously drive service level improvement
- Keep good communication with cross function to improve the process
- Support line manager on occasional projects
- Support or present the meetings with customers including retailers and distributors.
Who we are looking for:
- 3-5 years in Customer Service, order management, logistics and supply chain experience, FMCG is a strong plus
- Excellent Customer Service skills including interpersonal communication skills, relationship management, and proactive to collaborate cross functions
- Knowledge of Order-to-Cash management
- BS/BA degree or equivalent education/experience
- Proficient in MS Office
- Good English language skills
- Continuous improvement mindset like standardization, process optimization etc.
- Knowledge of SAP & ERP systems is a plus
- Experience in Retailer order process is a plus
How to be successful in the role and at Ferrero:
Consumers, quality and care are at the heart of everything we do. So, to be successful at Ferrero, you’ll need to be just as consumer and product centric as we are - dedicated to crafting brilliant results for consumers around the world.