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Responsibilities:

• Accountability (Deliverable Outputs): 
• Provide requested services to customers as a part of Service Catalogue
• Review and provide information about the situation of their orders, deliveries and invoices data
• Monitor customer compliance to agreed logistic trade terms
• Review and provide logistic or descriptive information of products
• Inform the customer about the out of stock proactively and when that affects the order 
• Manage the unloading time slots with customers
• Review and provide information about escalated cash collection, claims and credit situation
• Maintain the record of the most common issues and problems and their solution status
• Accountable for an alert generated by its own customers and ensure they are solved within agreed times
• Ensure proper Master Data
• Coordinate Master Data requests from customer/ other functions
• Follow up if needed with the customer regarding product & price lists for master data updates
• Maintenance of customer contacts
• Support proper Order Management process
• Review blocked orders for delivery for certain scenarios, e.g., minimum order quantity, requested delivery date, etc. with the customer and in cooperation with Order Validation Specialist
• Monitor that customer place orders according to the agreed schedule and rules
• Support proper Claims Management process
• Ensure proper flow of claims between customer, 3PLP (IBM) and Unilever
• Contribute to the proper return process by clear rules agreement or direct contact with customer f needed
• Claims resolution communication (pricing, logistic, trade terms) to customers as per customer Service Catalogue
• Ensure the readiness of customer to accept rejection of their claims and pay disputed value
• Deal with escalations form price, logistic and trade terms Claims Specialists
• Liaise with the Stock Management Specialist and/or 3rd Party Logistic Providers for urgent delivery issues
• Support Cash Collection & Credit Management activities
• Follow up escalated overdue invoices with the customer
• Support the whole team with the actions mentioned in B2C agenda

Qualifications:

• Fluent Spanish and English
• Customer Focus (focus on external and internal customers)
• Bias for action (focus on results and use of intelligent risk taking)
• Team Alignment (team player; supports and respects others)
• Accountability and responsibility (personally driving change and using operational discipline to deliver on the promise)
• Growth Mindset (placing a fresh emphasis on innovation and having the ambition to grow)
• Good MS Excel skills  
• Good knowledge of SAP Customer Facing related transactions and workflows
• Good knowledge of financial controls related to Customer Facing processes
• Strong analytical skills including analysis of complex data
• Ability to work effectively under pressure 
• University Graduate (min. Bachelor)

What can we offer?

• Attractive salary
• Stable job offers - employment contract
• Work in a multicultural and diverse environment with employees from over 30 countries
• Genpact supports professional tranings and great career development opportunities
• Free access to our award-winning learning platform 
• Benefits such as Insurance, Luxmed, additional vacation days, biking policy