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G&D Sales & Customer Support Representative

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Job ID MOU00721 Date posted 06/30/2020 Location : Mouscron, Belgium
Position Purpose & Summary

The Sales & Customer Support Representative for Gourmet & Distribution is supporting the Sales Manager in building and maintaining relationships with the Gourmet Accounts in Europe and Asia for the portfolio of products made in  CCC Europe.  He/she is responsible for supporting our customer promise and combines a good knowledge of sales processes with a dedication to maximize customer satisfaction, meeting customer expectations with regards to orders and deliveries.
He/she is the primary point of contact for our customers dealing  with new inquiries, call-off execution and invoicing, and therefore he/she coordinates activities between the different departments involved (mainly sales, contract desk,  planning, transport, quality) in order to achieve the committed service levels.
In this role he/she will demonstrate high responsiveness and easy accessibility to our customers, making it simple for the customer to do business with us, in this way driving further growth in Gourmet & Distribution as per our strategy.

Principal Accountabilities

60% SALES AND ORDER EXECUTION
  • Receive, process, confirm and follow up customer enquiries and orders (both new and amendments).
  • Evaluate orders against customer contract (contract position, contract conditions) and  align with sales managers and contract desk in case of deviations. Report on contract balances and delivery overdues. 
  • Check production availability with planning  and work out alternatives in case required delivery time cannot be met.
  • Administration & execution associated with financials: Overdues, C1, releases, WLA credit approval process, payment terms etc.…. Take necessary actions to get orders released by finance team.
  • Manage an effective filing system of all orders and delivery related documents
  • Contribute to correct month end closure by making sure all orders are in end status
  • Follow up on samples.
20% CUSTOMER & INTERNAL STAKEHOLDER INTERACTION
  • First point of contact in absence of the sales managers for day-to-day operational activities according to the guidelines defined by the sales managers
  • Interface between the customer and the CCC organization, collaborating on a regular basis with Contract Management, PLM, CBS Finance, Trading Desk and FSQR. 
  • Assists and supports sales manager in organizing customer sales events. 
  • Participating in customer sales events and customer visit when appropriate.
  • Supporting specific project work for a customer or an internal project regarding continuous improvement efforts. 
  • Escalate serious issues to manager in case arbitration is needed or customer’s requests would be in conflict with the operating guidelines.
15% DATA MANAGEMENT / KPI FOLLOW UP
  • Assist sales manager to provide forecast for your customer portfolio.
  • Analyses accuracy of your forecast by comparing real demand with forecast given and work together with the sales manager and your customer to optimize forecast figures.
  • Follow up (and improve) KPI report that is related to the performance and overall customer satisfaction, including on time delivery (supply chain delivery reliability) and exceptional logistics cost.
  • Responsible for setting up and maintaining the data quality of the systems and administration tools: Quotolate, SalesForce, Requests new Address Book etc. 
5% COMPLAINT HANDLING 
  • Receive, register and handle all customer complaints. In case of product quality related claims coordinate actions and customer interactions with quality department.
  • In case of repetitive complaints initiate & follow up on improvement actions
  • Be the first point of contact for invoicing issues and manage the timely booking of credit / debit notes.

Required Qualifications
  • Bachelor’s degree with 3 to 5 years relevant working experience
  • Fluent in of Dutch and English, French and German are a plus.
  • Experience with export documents (overseas) and customs procedures
  • Good communication skills, service minded personality
  • IT systems literate  (ERP, CRM and MS Office)
  • Understanding of basic supply chain processes
  • Fast learner,  adaptable,  curious 
  • Relentless determination with the courage to make it happen 
  • Well organized in administrative tasks
  • Good time management skills to deal with multiple priorities
  • Sense of accountability  and results oriented
  • Able to manage and take decisions  in stress / emergency situations
  • Pro-active, fast and creative in problem solving
  • Strong team player
  • Optimistic and constructive thinking  
  • Energetic
Our Offer

In return for your expertise and commitment, we will provide a fast paced stimulating international environment, which will stretch your abilities and channel your talents. We also offer competitive salary and benefits combined with outstanding career development opportunities in one of the largest and most solid private companies in the world.

Interested? Then make sure to send us your CV and cover letter in English today:  
Apply Now

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