Customer Care Specialist

Description

Job Summary: Customer Care Specialist manages orders, resolves incidents, and collaborates with sales and planning to ensure customer satisfaction and efficient logistics. Key Responsibilities: 1. Manages orders and deliveries, proactively keeping customers informed. 2. Serves as the primary contact point for resolving logistics incidents. 3. Collaborates closely with the sales team and demand planning team. Customer Care Specialist **Responsibilities** * **Order and Delivery Coordination** * Manage customer sales orders, including tracking (ERP entry, price verification, terms and conditions, availability check for delivery date confirmation, preparation and shipment), while keeping customers continuously informed of any changes or incidents related to their orders. * Manage outbound transportation to ensure optimal customer service and minimize total costs. * Collaborate with supply planners, warehouse, and carriers to proactively communicate to customers any changes in availability or supply delays. * Prepare export documentation and coordinate necessary activities to ensure international shipments. * Manage the entire consignment process with the customer, invoicing based on consumption, reconciling stock levels, and assisting with inventory when required. **2. Claims and Logistics Incident Management** * Act as the primary contact point for resolving customer incidents related to the supply chain, such as delays, product damage, or order errors. * Log customer complaints and work jointly with the sales team, logistics department, and quality department to implement rapid and effective solutions that minimize impact on customer relationships and company image. **3. Collaboration with the Commercial Team** * Work closely with the commercial team to ensure customer needs are understood and aligned with the company’s logistical and supply capabilities. * Collaborate on developing commercial proposals, especially where logistics plays a key role, ensuring delivery and service conditions are realistic and attractive to customers. * Provide insights on customer behavior, trends, and areas for improvement to help the sales team tailor offers and commercial strategies. **4. Demand Planning** * Collaborate with supply planning and commercial departments on sales plans (demand planning) to ensure availability of key products. **5. Additional Responsibilities** * Support commercial negotiations and contracts, ensuring logistical terms are viable and meet both customer and company expectations. * Report on and analyze service quality indicators, such as: customer-requested delivery times, actual delivery times, incidents, etc. * Actively contribute to key projects and functional improvements within the Customer Care area. **Requirements** **Academic Qualifications** * Business Administration and Management or equivalent (or demonstrable relevant experience) **Specific Training** * International Trade. * Supply Chain (procurement, logistics, transportation…). **Specific Knowledge** * Basic accounting and billing knowledge. **Training and/or Knowledge in GPD** * Awareness of good environmental practices * BDP * Food Safety (Good Hygiene Practices, Food Defence, Quality and Food Safety Culture) and Environment (Waste, Sustainable Best Practices, Discharges) **Languages** * English: Advanced * French: Intermediate-Advanced (recommended) **Computer Skills** * Advanced Office suite (especially Excel). * ERP and CRM system knowledge * CRM (recommended). **Professional Experience:** * 3–5 years in sales administration, Customer Service, export, or similar roles as described. **Competencies:** * Customer orientation * Entrepreneurial spirit * Flexibility * Self-work organization * Planning and organization * Problem analysis **About Caldic** **Location:**Montmeló, B, ES, 08160 **City:** Montmeló **Country/Region:** ES