Delivery Monitoring & Service Claims Coordinator
Essity
Le poste en détail
Delivery Monitoring & Service Claims Coordinator (M/F)
Tork is a brand of the Essity Group, which offers hygiene products to professionals through generalist or specialized (B2B) distributors: from restaurants to healthcare establishments, including offices, schools and industries.
Among other things, we sell dispensers, hand towels, toilet paper, soaps, napkins, wiping paper reels and non-woven cleaning cloths.
Tork is a committed partner in more than 110 countries, driving innovation for more than half a century. Sustainable development and digitalization are at the heart of our strategy, which is why we have also developed two innovative and pioneering services: a hand towel recycling service that helps limit the carbon footprint of customers, Tork PaperCircle® and a data-driven cleaning service, Tork Vision Cleaning®.
Thanks to its expertise in hygiene and its functional range, Tork has become a leader in the professional hygiene market.
About the Role
Following the evolution of our employees within the company, we are offering Delivery Monitoring & Service Claims Coordinator position within the France Tork Delivery Monitoring & Service Team in our Saint-Ouen office.
You want to join a dynamic, structuring team with a key role in the company? Let's talk!
What You Will Do
Responsible for communicating with internal stakeholders (supply chain, Customer Facing, warehouse, haulier) to treat any issue impacting the customer
Collaborates with the Supply Service to align on actions to mitigate risks and customer impact
Coordinates with Customer Facing and Supply Service any customer request that may have impact on warehousing or transportation
Proactively communicate with Customer Facing when a contact with the Customer is required
Manages returns delivery
Receive and manage all customer claims related to service
Analyzes service claims and coordinates with other organization units to solve them.
Execute resolution of service claims according to analysis
Executes the automatic communication to customer in case of approval and escalates to Customer Facing for invalid claims
Attach all relevant information regarding the resolution (invoice, POD…) and create Quality Notification with Basic Data
Fill in C4 Case fields with all details provided by Customer (e.g. Case categorization, delivery / order impacted…)
Who You Are
Knowledge in Logistics operations & claims resolution, especially in Customer Service and Customer Logistics
Commercial oriented
Strong administrative skills, ability to manage multiple tasks simultaneously
Ability to work with cross functional teams
Strong conflict resolution and solution orientation
Customer-focused; customer service skills Written and oral communication skills
You are Fluent in French and English
You are motivated, proactive and enthusiastic
What we can offer:
2 days of home office per week for eligible employees and a daily allowance and a comfort allowance to adapt their home.
Subsidized company restaurant.
Participation and profit-sharing bonuses.
60% reimbursement of the transport card or a mileage allowance.