Specjalista/-ka ds. Obsługi Klienta z językiem portugalskim

Your responsibilities

• Analyzing and solving medium-complexity or non-standard problems

• Performing immediate outbound and inbound calls and e-mails to customers related to order management process

• Proactively escalating problem accounts to the appropriate function to accelerate the collection of overdue accounts. Contact with customers with aged accounts based on generated collection strategy worklist

• Order handling, documentation and invoicing, managing shipping documents as well as providing solutions to operational problems related to the order delivery chain

• Handling customer orders in JDE (ERP) from enquiry to delivery and invoicing including all related tasks, transactions and documentation

• Providing customer service on an agreed level to a group of assigned customers/ accounts and to develop and maintain a good relationship with them

• Manage commercial disputes (claims) related to O2B process – contact with customers

• Monitoring execution of dunning activities by company policy and timeline

• Receiving and driving timely resolution or closure of standard order management-related customer queries, complaints, and feedback through multiple source points email, phone, etc. by liaising with appropriate internal company functions

• Contributing within O2C organization.

• Performing processing O2B controls as prescribed in the desktop procedures.

• Updating Country Specific documentation.

  
  

Our requirements

• Must have: at least 1-2 years of experience in Order To Bill, Order Management, Customer Service (with Order Management), or Order To Cash

• Fluent English (min. B2) skills both in the spoken and written form, plus minimum C1 degree of competence in Portuguese

• Strong interpersonal & communication skills and ability to maintain professional business contact

• Expertise in managing strategic customer accounts and dispute resolution

• Ability to prioritize, analytical skills, can-do attitude and ability to multi-task

• Preferably a university degree or equivalent, especially with main focus on Administration or Supply Chain Management

• Proficient in Microsoft Excel (intermediate level) and skilled in Microsoft Office and ERP (e.g. JDE)

• Working hours 10:00-18:00

Salary Proposed

Within this range, individual pay is determined based on skills, experience, and qualifications relative to the job requirements. Base pay information is aligned with market location and may be subject to prevailing wage laws, if applicable.

Benefit Package:

• Private medical care

• PPE

• Company Social Benefits Fund

• Group insurance

• Medicover Sport

• Co-financing of language learning and vocational training

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position.  Reasonable accommodations may be made for individuals with disabilities.  Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.  

Health, Safety, and Environmental Duties – At IMI, we are all personally committed to protecting our people, minimising our impact on the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviours or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or in part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, colour, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.