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Customer Service Specialist
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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).
JTI - Japan Tobacco International is the international tobacco business of Japan Tobacco Inc., a leading international tobacco product manufacturer, with a global market share of almost 10%. Our company was formed in 1999 when Japan Tobacco Inc. purchased the international tobacco operations of the US multinational R.J.Reynolds. In 2007, Gallaher, a FTSE 100 business, was acquired by Japan Tobacco…
JTI - Japan Tobacco International is the international tobacco business of Japan Tobacco Inc., a leading international tobacco product manufacturer, with a global market share of almost 10%. Our company was formed in 1999 when Japan Tobacco Inc. purchased the international tobacco operations of the US multinational R.J.Reynolds. In 2007, Gallaher, a FTSE 100 business, was acquired by Japan Tobacco Inc. At the time, this was the largest foreign acquisition by a Japanese company.
In 2009, the JT Group acquired part of the worldwide business of Tribac Leaf Limited (a company that trades tobacco in Africa), as well as two Brazilian companies active in the tobacco business, Kannenberg and KBH&C. In the same year, the JT Group also set up JTI Leaf Services, a joint venture with two leaf suppliers in the US – Hail & Cotton Inc. and JEB International.
The Head Quarters are located in Switzerland, Geneva. Worldwide JTI has approximately 25.000 employees spread out over 89 offices en 29 factories. Our brands are sold in more than 120 countries.
Our office in The Netherlands is located in Hilversum and we are responsible for the Dutch market In Hilversum we count 107 employees. Together with Belgium and Luxemburg we are part of the Benelux market. The main office for Belgium and Luxemburg is located in Brussels.
JTI is a true multinational company, without having one culture or one nationality taking precedence over another.
Our roots lie in many different countries - Japan, United States, Great Britain, Austria, only to name a few, and we take pride in building our strength from the diversity of our heritage and the cultures our employees represent. We believe that diversity enables cross-fertilization; it is a true source of inspiration for continuous improvement, development and progress.
JTI Diversity in numbers 60 countries where we have employees 120 countries where our product is sold 27 countries where our product is manufactured 90 nationalities within JTI 48 nationalities located in the Geneva Headquarters 12 nationalities in JTI's 17 Executive committee members
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