At the heart of our dynamic global growth is a simple belief: nothing should come between incredibly talented people and an accelerated career.
That’s why we dream big. Why we look to the future, not the past. Why we value talent over title. And why we hire people that can be better than ourselves.
At AB InBev you’ll join a driven team that shares your desire to grow, your courage to challenge and commitment to act. In return, we’ll reward your achievements.
The opportunity is here. Make it yours!
Junior Project & Customer Service Executive On Trade
Purpose of role:
Junior Project & Customer Service Executive On Trade is a role placed inside the CSC Front Office team as a point of reference for customers for projects implementation and maintenance.
He/She manages customer’s requests and handles complaints via ticketing tool for project related topics and others providing either first level solution or forwarding requests to back office organization.
He/She is responsible for supporting the Project Manager to develop and implement CSC projects defining technical details and business requirement using internal tools (SAP, WEB platform, etc…) to identify materials needed to deliver value to business and customers.
He/She ensures completion of milestones and KPIs interfacing all cross-functional experts internal and external, handling change mindset, developing and maintaining relationships with customers and sales team.
He/She is also responsible for maintenance and stabilization of current processes while looking for new opportunities of process improvements and closing gaps to satisfy any new business requirements.
He/She provides regular feedback of KPI to Project Manager.
Main Characteristics Junior Project & Customer Service Executive On Trade:
• Support project implementation
• Maintenance of current process related to project release
• Open gaps and identify opportunity of continuous improvement to satisfy business needs
• Handle customer requests and complaints via ticketing tool management
• Improve customer satisfaction
• Regular KPI monitoring and update
• Point of reference for support Customer and Sales Accounts for project related topics (end user training, issues, etc…)
• 400 external customers
• 110 sales representatives
• 900 SKUs (beer & POCM)
Key contacts: (internal - external)
• Customers ON Trade
• Sales Account
• BSC Order Taking
• CSC Back-office (Pricing, Credit Management, Reporting)
• Procurement Team
• Commercial BBP Team
• Warehouses (3rd party logistics)
• Hauliers (3rd party logistics)
• Project ABI teams
• Technical Consultant
Roles & responsibilities:
Request & Complaints management
Receive, register and forward incoming requests from our customers for project related topics and others providing either first level solution or forwarding requests to back office organization. Use ticketing tool to check 360° view of customer account and follow-up on open issues. Coordinate solution across local & BSC back-office organization. Efficiently communicate with internal and external interfaces.
Increase customer satisfaction by increasing service level offered and continuously identify opportunities for improvement of services.
Support Project Manager to develop and implement CSC projects defining technical details and business requirement using internal tools (SAP, WEB platform, etc…) to identify materials needed to deliver value to business and customers.
Ensures completion of milestones interfacing all cross-functional experts internal and external.
Support of Project Manager acting as Key User for UAT, Go-Live, End User Training, support Sales Accounts and Customers and escalation in case of customers issues phases.
Maintain and stabilize implemented project and current related processes.
Identify and close gaps to satisfy business needs.
Look for new opportunities to improve efficiency.
Internal & External Point of Reference for Project related topics
Handle change mindset, train End Users such as Sales Account and Customers.
Prepare and update L5 documentation and training materials.
KPIs & Project Milestone
Monitor and track relevant KPIs. Follow-up with all stakeholder to ensure that KPI are full filled.