Customer Service Specialist
Bucharest, RO, 12423
At Perrigo, we are driven by our mission to Makes Lives Better Through Trusted Health and Wellness Solutions, Accessible to All. We are proud to be a Top 10 player in the European Consumer Self-Care market and the largest U.S. store brand provider of over the counter and infant formula. Dedicated to providing The Best Self-Care for Everyone, we are the people behind the brands you trust. We are Opill®, Compeed®, Solpadeine®, NiQuitin®, ACO®, and many more. We Are Perrigo. We are committed to enhancing the wellbeing of our colleagues and consumers alike. We pride ourselves on fostering an inclusive, collaborative culture where each person can experience a sense of belonging.
Join us on our One Perrigo journey as we evolve to a blended-branded business to win in self-care.
Description Overview
This role helps drive customer loyalty and achievement of the company’s sales and revenue objectives by delivering exceptional customer fulfillment and enhancing the customer experience.
The Customer Service Specialist serves as the key supply chain contact for both internal and external customers for the overall management of customer orders including order capture, order management and improving the customer experience.
The role is responsible for maintaining high service levels through improved customer forecast accuracy and customer collaboration, whilst also reducing costs within the total supply chain.
Scope of the Role
Develop the strategy and execution plan to deliver target customer service levels, costs, inventory and cash collection targets, specifically:
- Implement rigorous daily management routines across the organization, and hold people accountable to deliver exceptional customer fulfillment.
- Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management. Implement a continuous improvement culture with diligent root cause analysis.
- Drive the development of order-to-cash systems, processes and resources to reduce cycle times through increased automation and application of digital technologies.
- Partner cross-functionally to understand customer wants and needs, and develop solutions to drive excellence in customer experience.
- Work with logistics providers to define and implement the right logistics network that meets customer needs and dovetails with regional logistics flows.
- Work with Planning and Commercial teams to ensure the successful launch of new products.
Identify and execute joint value creation opportunities in the supply chain with key customers, specifically:
- Own the customer fulfillment agenda — establish strong personal relationships with supply chain leaders from key customers.
- Capture and commercialize joint value creation with customers.
- Promote innovation both internally and externally to support new digital business opportunities in customer fulfillment.
Establish rigorous data management, specifically:
- Drive robust customer and product data governance: stock in trade, EPOS, on-shelf availability, customer forecast
- Ensure data synchronization with customers using industry standards.
Experience Required
- This role requires experience in customer service and/or order management, logistics and planning, preferably from Consumer Self-Care, FMCG industry
- Fluency in English
- Proficiency in relevant software, such as Microsoft Office, ERP, CRM and order entry systems
- Understanding of financial and business planning
- Understanding of supply chain planning and order management processes
- Understanding of cost, profitability and cash flow on a strategic level
Benefits
We believe our people are our greatest asset. Alongside competitive compensation, we offer benefits tailored to supporting you and your family, as well as career development opportunities to ensure you feel valued and supported, both professionally and personally.
Find out more about Total Rewards at Perrigo.
Hybrid Working Approach
We love our offices and the setting they provide for in-person collaboration and celebration. But we also appreciate the opportunity to work remotely can energise you too, so we promote flexibility with the ability to work two days a week from home in many roles.
We are proud to be included in the Forbes list of "America's Best Employers by State 2024". Find out more here
Applicants please note: To apply to this position please click the APPLY button at the bottom of the application. (The SAVE button will only save your profile information but not submit an application for this open position.) Thank you.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or other characteristics protected by law. Our full Equal Employment Opportunity and Affirmative Action Policy Statement is available on our main career site in English and Spanish and will be provided in other accessible forms for persons with disabilities. #DIV #weareperrigo