Responsibilities

　　Manage ReturnsReceive notification about return delivery from customer/sales (in rare cases only large quantity errors, health issues, damages etc.) and align on issue resolution with the customersGet approval for delivery note from Sales team and Inform the delivery driver for pick up of goodsManage RefusalsReceive information about order refused after reaching customer premiseConsider customer credit in system (only if billing document prepared)Handle PenaltiesAnalyze the proforma document (received from customer/sales) to understand why customer is penalizingSetup & continuous improvement of tool for tracking penalties (including analytics for penalties)Triage the kind of penalties received and Process agreed upon penaltiesBudget monitoring & Reporting and consolidate respective end-of-month findingsDesign and Maintain processes and SOPEnsure processes application in function specific operations by doing routine checks on number of times they were open and blocking new SOPs from being implemented without approvalDefine a framework for updating the SOPs and manage change request for updating SOPs

　　Qualifications

　　Proficiency in English and French (written and spoken C1)Demonstrated stakeholder management experience with both internal and external customers working within customer service and ideally customer claims management (usually min 0-1 yrs exp.)Working Knowledge of MRP required (pref. SAP)Working Knowledge of Power Apps/BI or similar reporting dashboard software preferableExcel & Office package advanced knowledge mandatory