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We are looking for a

Customer Solution Coordinator

to join our CSS Team

Purpose of the job:

To support the Customer Solution Manager in managing large complex solutions and ensuring that contracted and committed customer key performance indicators (performance & financial) are met.

Main tasks and key responsibilities:

Be the contact person for claim management and claim closure
Support on Customer Satisfaction Index (CSI) management, define actions & follow up on actions
Support on Change Request (CRF) management, define actions & follow up on actions
Support the Complaints handling process ensuring complaints are followed up and closed within committed timeframes
Support on Monthly Business Review (MBR)/Quartery Business Review (QBR) preparation and ensuring that MBR/QBR's with key customers are succesful
Support on Issue & Action (I&A) log problem solving, performance imrpovement actions
Support on process improvements, continuous imrpovement & first choice projects
Organise and lead cross functional team discussions (ops, finance, IT, commercial) to close claims, change requests, I&A log, process improvement actions
Support investigations on loss making customer (LPMC) and P&L improvement initiatives
Investigate and support on billing queries

Requirements:

2-3 years experience in customer management required within the Supply Chain division
Fluent English knowledge
Excellent communications & commercial skills
Strong analytical, business modelling and problem solving skills
Well-structured, change oriented and results focused
Ability to work under pressure
Ability to multi-task and manage internal and external requests
Ensure all administrative requirements are met (daily, monthly, annually)
Ability to lead virtual cross functional teams
Strong negotiation skills, ability to communicate with demanding customers

What we offer: