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Opportunity Details

Customer Quality Sr. Specialist Export

Posted: 2018-02-26
Czech Republic, Prague
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!

Customer Quality Sr. Specialist Export

The position plays a key role ensuring that customer complaints related with forwarders are handled on time and to improve customer satisfaction globally. You will be responsible to process all complaints from Export Direct and intercompany customers when the forwarders (e. shipping lines) are involved;  Follow up with the complaint owners to ensure that the resolution is provided in quality and timely manner; Coordinate and lead the activities aiming the increase of Customers Satisfaction and improve complaint management process. Implement a new, efficient and structured WOW with the forwarders aiming to cash back the complaints.

  • Receive and log all incoming complaints into internal database. As well as following the still to be stablished WOW with the forwarders to log the complaints, follow them and ensure that are cashed back
  • Provide regular update to customers and forwarders on the status of their/our complaints and communicate the resolution. Perform team routines and check points
  • Issue credit and debit note requests, follow up on the creation and financial booking
  • Solve issues and provide information: interact with Customers, forwarders, stakeholders, Sales and several internal partners such as other order takers, master data team, supply and transport planning, transport administration, complaints management, procurement, legal in order to solve problems and issues of all nature (master data, transport, availability, credit).
  • Conduct monthly calls with selected customers to understand their satisfaction level
  • Develop relationship with forwarders, work on improving processes with forwarders, communicate business announcements and procedure changes to customers, provide overviews with forwarders, create routines, push for cash backs and introduce a matrix list
  • Keep the Process Documentation up to date
  • Coordinate structural improvements (PDCA & Risk Management follow-up) & projects
  • Ability to support other team members in operational issues and providing first level assistance in case Team Leader is not available
  • Perform other duties as requested by the Team Leader
About the candidate:
  • Analytical skills and attention to detail / Reliability / Punctuality
  • Interpersonal skills / Assertiveness & Communication
  • General business sense
  • Ability to work independently and prioritize workload
  • Experience in Supply chain overall and in Logistics Transport or Warehousing
  • Experience in a logistics department or a FMCG Company will be a plus
  • Fluency in English
  • Spanish and German are a plus
  • Education leve: Graduate degree
  • Technical skills: Microsoft Office (Excel, Outlook, Power Point) / SAP / System minded
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®.