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Opportunity Details

Jr Project & Customer Service Executive

Posted: 2017-08-18
Location:
Italy, Gallarate
About the role:
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…)

Key dimensions:
• 400 external customers
• 110 sales representatives
• 900 SKUs (beer & POCM)

Key contacts: (internal - external)
• Customers ON Trade
• Sales Account
• Logistics
• Finance
• 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. 

Customer Satisfaction
Increase customer satisfaction by increasing service level offered and continuously identify opportunities for improvement of services. 

Project Implementation 
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.

Project Maintenance
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.

About the candidate:
Requirements:

Education:
University degree in business studies or relevant working experience.

Experience:
• Min. 3 years experience in same role in FMCG company
• General knowledge of FMCG Order To Cash processes
• Experience in managing customer relationships 

Technical skills:
• Advanced use of SAP-R3 ERP (Master Data and Sales & Distribution modules)
• Good IT bases, technology and WEB enthusiast
• Advanced use of MS Excel and Power Point
• Good use of other MS Office and WEB Applications 

Attitudes:
• Flexibility to perform in a complex and fast-changing business environment 
• Networking and good interpersonal relationship
• Good communication skills
• Leadership and team working skills
• Passionate and focused on customer satisfaction and results
• Strong attention to details and problem solving behavior
• Proactivity
• Ability to use feedback to support continuous improvement
• High reliability, integrity

Travel: 
Available to travel if required, throughout Italy and ABI Zone Offices.

Languages:
Good command of English (written and oral)


About the Company

We are AB InBev.   Committed to driving growth that leads to better living for more people, in more places.  Through brands and experiences that bring people together.  Through our dedication to brewing the best beer with the best ingredients.  And through our commitment to helping farmers, retailers, entrepreneurs and communities grow.   We are building a company to last. Not just for a decade, but for the next 100 years. Through our brands and our investment in communities, we will bring more people together, making our company an integral part of our consumers’ lives for generations to come.
 
Our brewing heritage dates back more than 600 years, spanning continents and generations. From our European roots at the Den Hoorn brewery in Leuven, Belgium; to the pioneering spirit of the Anheuser & Co brewery in St. Louis, US;  and  the creation of the Castle Brewery in South Africa during the Johannesburg gold rush. Now, with operations in over 50 countries, and our brands sold in over 100, we are truly a world leader, and our diverse portfolio of well over 400 beer brands includes global brands Budweiser®, Corona® and Stella Artois®.