Job overview

The Customer Care Specialist plays a critical role in providing behind-the-scenes support to ensure smooth and efficient customer service. It is a multifaceted role on handling non-customer-facing activities with a focus on pricing, commercial conditions, claims, and returns management. In this position, you will manage the administrative and operational tasks that assist front-line customer service agents and enhance the overall customer experience.

You will collaborate with cross-functional teams, ensuring accurate and timely processing of customer requests and complaints, helping to maintain customer satisfaction and business efficiency.

Key Responsibilities

1. Pricing Management & Commercial Conditions:

• Manage and update customer pricing based on agreed-upon commercial conditions, including contracts, promotional offers, and volume-based discounts s in the ERP.
• Ensure commercial agreements, contracts, and special pricing terms (e.g., payment terms, volume discounts) are accurately applied to customer orders.
• Investigate and resolve any discrepancies in pricing or promotional offers, ensuring customers are billed according to their agreed terms.

• Manage customer claims related to product defects, service issues, delivery problems, or order fulfillment errors from initial receipt through to resolution.
• Investigate the root cause of claims, working with relevant teams (e.g., product, logistics, finance) to identify the source of issues and implement corrective actions.
• Accurately document all claims and resolutions in systems, track claim trends, and generate reports for internal stakeholders.
• Use claim data to identify recurring issues, propose improvements to processes, and reduce future claims.

• Manage the return process for defective, damaged, or unwanted products, ensuring that returns are authorized in accordance with company policy.
• Ensure all returns are processed efficiently, including coordinating logistics and ensuring that returned goods are inspected, credited, or replaced.
• Resolve any disputes related to returns, including handling issues of lost or damaged items in transit, ensuring that customers are fully informed and satisfied with the resolution.
• Oversee refunds or exchanges for returned items, working with the finance team to ensure correct amounts are refunded in a timely manner.

• Generate internal reports on customer interactions, issue resolution, and order processing performance.
• Track customer service metrics (response times, issue resolution times) and assist in identifying trends or recurring issues.

• Customer-Focused: Passionate about providing excellent customer service with a focus on empathy and problem-solving.
• Communication Skills: Strong verbal and written communication skills with the ability to explain complex information in a clear, concise, and friendly manner.
• Problem-Solving Ability: Proficient at resolving issues efficiently and effectively, demonstrating patience and professionalism.
• Attention to Detail: Able to manage multiple tasks and inquiries with precision and accuracy.
• Technical Proficiency: Familiarity with CRM software (e.g., Salesforce, ERP (SAP Fiori), and Microsoft Office Suite.
• Organizational Skills: Ability to manage multiple tasks simultaneously while adhering to deadlines and maintaining a high standard of work.
• Teamwork & Collaboration: Ability to work closely with both internal teams and external departments to address customer needs and resolve issues.

• Bachelor's degree in Business Administration, Supply Chain Management, Finance, or a related field.
• 3+ years in a pricing, commercial management, logistics inverse management or operations role.
• Proven experience managing commercial agreements, pricing strategies, and handling claims/returns processes.
• Experience working cross-functionally with teams such as sales, finance, legal, and supply chain.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint). Experience with ERP systems (e.g., SAP)
• Exceptional communication skills, both written and verbal, to collaborate effectively across teams.