Customer Service Representative Assistant Ivory Coast

Job Summary

The Customer Service Representative will be responsible for the order to cash of BIC products in Ivory Coast Domestic Market. Working closely with the Logistics Coordinator & the Third-Party Logistics Supplier, he will ensure the reception of orders, the keying of  orders in the system and the monitoring the the orders until the delivering to the customer following the compliance to BIC’s condition requirements. He will as well be responsible for the claims treatment.

Main Responsibilities / Tasks

• Enter daily customer orders’ in JDE in a timely manner.
• Ensure a close follow up of daily order entering, guarantee strict order management accuracy.
• Ensure a daily follow-up of outstanding claims.
• Liaise with third-party logistics provider to ensure proper preparation, shipment and delivery of customer order to the final destination.
• Make sure daily and regular tracking and follow-up is in place and strictly communicated.
• Manage customers’ returns and ensure credit notes are created and validated on a timely basis.
• Receive, investigate and answer customers’ claims, respecting a resolution time committed.
• Prepare a report, analyze the main gaps and share the status with the line manager.
• Support the Customers to propose replacement lines (for OOS).
• Work with Supply Chain daily to ensure smooth deliveries, ensuring that appropriate documents are at the right place at the right time.
• Ensure prices, discounts and customer conditions are updated in the system (JDE), to avoid delayed payment caused by pricing errors.
• Ensure proper preparation and deposit of the invoices at customers’ level.
• Collaborate and work closely with our Third-Party Logistics partner and attend monthly operational meetings to address common issues
• Ensure regular archiving and filing of shipping documents.

Key Performance Indicators / Key Figures

 OTIF Delivery

• Net Cut
• Claims processing on time

Candidate Profile: Qualifications / Technical Skills

• Ability in organizing and coordinating activities
• Team player; able to relate to suppliers, colleagues and team members.
• Customer oriented
• Good negotiation skills
• Understanding of WMS and ERP functionalities
• Understanding of Customer Service activities
• Understanding of Supply Chain activities
• Appetit for continuous improvement and solution driven
• Good level in Microsoft Office Excel
• Knowledge on JDE orders modules is a plus

Previous / Professional Experience

• Min 2 years experience in Customer Service within FMCG 
• Demonstrated good communication skills
• Demonstrate excellent interpersonal skills and be able to work in a diverse and multicultural environment. Ability to work in a fast-paced environment

Additional Information

• FMCG experience is a plus
• English is a plus

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.