Customer Service Specialist

About the Role

Lead the complete Customer Service lifecycle for Modern Trade (MT) and E-commerce Key Accounts, focusing on operational excellence and continuous improvement efforts. Serve as the single point of contact for key customers, overseeing order fulfillment, supply and inventory management, and service delivery metrics to maintain superior service standards.

Main Responsibilities

• Deliver exceptional service quality for MT and E-commerce clients.
• Engage with key accounts regularly to evaluate and enhance service performance.
• Develop enduring relationships with key customers by proactively addressing concerns and promoting a customer-first approach that supports loyalty and growth.
• Lead strategic conversations on sales forecasting and fulfillment to drive business expansion.
• Collaborate with Demand Planning and Trade Marketing teams to ensure accurate forecasting for Key Accounts.
• Identify root causes of fill rate shortfalls and partner with relevant teams to implement enduring solutions.
• Promote service excellence by leveraging digital tools, data analytics, and automated workflows.
• Produce and oversee dashboards for monitoring order fill rates, on-time delivery, forecast precision, and other key service indicators.
• Ensure precise order processing by reconciling customer purchase orders with SAP records to uphold data accuracy.

Qualifications and Experience

• Postgraduate degree in Operations or a related discipline.
• Eight or more years of relevant experience in similar roles within the FMCG sector.

Specific Knowledge

• Strong understanding of Supply Chain functions, particularly Customer Service, with preference for FMCG experience.
• Familiarity with critical metrics such as Case Fill Rate, Order Fill Rate, Line Fill Rate, and On-Time In-Full (OTIF).
• Business analytics expertise.
• Comprehensive knowledge of Supply Chain operations.
• Experience in project management.
• Proficiency in Microsoft Office suite including Excel and PowerPoint.

Skills

• Drive to cultivate robust customer relationships and engagement.
• Customer-centric and business-oriented mindset.
• Effective team collaboration.
• Strong interpersonal and communication abilities.
• Competence in managing challenging scenarios.
• Flexibility to adapt and meet evolving business deadlines.
• Solid knowledge of SAP systems.

Additional Information

Job Referral Code: C

About Ferrero

Established in Alba, Italy, in 1946, Ferrero stands as one of the largest global sweet-packaged food companies, offering a diverse range of iconic brands worldwide.

Diversity, Equity & Inclusion

Ferrero fosters a diverse and inclusive workplace where all employees are valued and provided equal opportunities to excel both personally and professionally. The company champions a welcoming, innovative, and multicultural environment that nurtures talent for generations.