Customer Service Specialist

Do you have a passion for delivering exceptional customer service? If so, we have the perfect opportunity for you! We are seeking a full-time Customer Service Specialist to join our team in the Netherlands.

Customer Service Specialist Responsibilities

The Customer Service Specialist is responsible for timely order fulfillment for JTI's direct-to-retail customers and coordinating operations with the third-party logistics provider (3PL). This role ensures business continuity by monitoring and controlling various aspects of the automated SAP O2C process related to DTR customers. Key responsibilities include:

• Order FulfillmentManage daily SAP O2C procedures to ensure timely order forwarding to 3PL for JTI's Direct-to-Retail customers, maintaining delivery schedules.
• Ensure a 100% match between customer orders, JTI delivery orders, and 3PL delivery reports to guarantee customer satisfaction and Track and Trace compliance.
• Serve as primary backup for wholesale order fulfillment and act as the designated SAP O2C Power User, requiring relevant training for system expertise.
• Coordinate 3PL OperationsMaintain strong daily relationships with the 3PL Customer Service department regarding shipments to JTI's DTR customers, including attending weekly performance calls.
• Serve as the primary contact for customer queries needing JTI follow-up.
• Flag and record irregularities at the 3PL for logistics management to address in recurring management review meetings.
• Return ManagementOversee product return and credit note procedures for DTR customers, coordinating the approval flow for swift processing.
• Ensure returns are Track and Trace compliant where applicable and serve as a backup for the wholesale return process.
• Inventory ControlOwnership of the product overview file providing an overview of market inventory.
• Daily updating of stock levels and productions, weekly updating of actuals.
• Alignment with demand planner on stock priorities and supporting O2C to ensure efficient SKU transitioning.
• J-SOXTimely execution of applicable O2C JSOX controls providing related evidence of the controls and its results.
• Flag any irregularities and investigate to resolve.
• Committed to perform all controls and the related documentation according to the defined J-SOX control description.

Within 6 Months You Will:

• Understand and adhere to the company’s customer service policies and procedures.
• Gain in-depth knowledge of the company’s products to assist customers effectively.

Requirements:

• Higher Professional Education (Bachelor).
• Work experience within O2C, logistics (preferably 3 years or more).
• Fluent Dutch and strong English.
• PC literacy: MS Excel, Word, Outlook, SAP.

What's In It for You?

At JTI, we believe in the importance of a good work-life balance while we offer lots of opportunities for development and career progression – across functions and internationally. Maybe that’s one of the reasons why our employees stay an average of nine years with us and we have been certified as a Top Employer for over thirteen years.

• Additional BenefitsOn-going development opportunities in a multinational environment that will inspire you to grow professionally and personally.
• The opportunity to work 50% of your time outside of the office and 10 days abroad per year.
• Working from home equipment (e.g., chair, screen, mouse, and keypad).
• 20 vacation days + 12 so-called ADV days on a full-time basis.
• 13th-month salary.
• Group insurance.
• Bonus scheme.
• Different engagement activities such as dinners, drinks, social gatherings, parties, etc.
• Business laptop and iPhone.
• Unique Family leave policy (at least 20 weeks of fully paid parental leave regardless of gender, sexual orientation, or the way of becoming parents).