B2B Transactional Partner w. French (Customer Service)

Stanley Black & Decker is the largest tool manufacturer in the world (Fortune 200). SBD is a world-leading provider of tools and storage, outdoor products and engineered fastening systems, with unique growth platforms and a track record of sustained profitable growth. http://kariera.sbdinc.pl/

B2B Transactional Partner w. French (Customer Service)

Location: Hybrid (3 days remote, 2 days in the Poznań office)

Purpose

Be the first and main contact person for local and internal teams to ensure the complete execution & resolution of all disputes. Contribute to operational tasks and work on the optimization of these tasks in an increasingly digital context.

B2B Customer Service Back office

Reporting to: Business Care Team Leader

The Job (responsibilities):

• Full claim process for logistic, transportation etc. below and above thresholds
• Ensure the processing of claims and disputes with involved teams
• Know and master the process of dispute management
• Creation of all new CFINs cases
• Follow the complete cycle of the claim, such as investigation/analysis like assignment of the correct reason codes and correct processor
• Inform management in the event of significant or unusual deviations
• Ensure contact with dispute stakeholders via email, Teams, Zoom
• Collaborate with internal Teams to ensure high standard processes
• Communicate with internal teams about the dispute/claim handling
• Ensure compliance with procedures in all circumstances CFIN entry, investigation on claims
• Coordinate disputes management tasks within the all involved Teams like DC, Carriers, Local Teams and Commercial Teams,
• Contribute, with the team leader, to the analysis and understanding of KPIs
• Contribute to the optimization/digitalization of claims handling procedures and knowledge sharing
• Identify opportunities for simplifications, improvements, automations

The Person (requirements):

• Higher Degree or equivalent through experience
• Fluent French language is essential, good English required
• Knowledge and understanding of Supply chain, customer experience background is an advantage
• Excellent SAP knowledge (CFIN would be a plus)
• Proficient in Microsoft office tools (Power Point, Excel, ideally Power BI)
• Desired: project management skills
• Ability to work in a team
• Organizational skills and diligence
• Ability to manage diverse tasks
• Excellent interpersonal skills for internal and external relations
• Stress resistance
• Problem solving orientation
• Positive attitude and mindset

We offer:

• Ambitious and motivating challenges
• Regular working hours (Monday to Friday)
• Competitive benefits package
• Add value to the business
• Work with a diverse team with varying backgrounds
• Labor law contract
• Co-funding of additional benefits (medical care, Multibenefit cards)