Position Title: Customer Service Agent RT
Position Type: Regular - Full-Time
Position Location: Eschborn
Requisition ID: 33147


We are looking for our new CS Agent Germany M/F/X.

You will deliver optimal service to Food Service, QSR and Retail Customer. The main focuses are on price and logistic claims management, including pricing and promotion coordination. You must develop and implement “best practice” processes to maximize efficiencies.
This is a CE role, and your main office will be in Eschborn, Germany. Occasional travel to our different sites within France, the Netherlands, Poland, Belgium, and other locations within Europe and globally are required. You will report to the Customer Service Manager Northern Europe.


Key responsibilities:
Claims Management & Customer Interactions (80%)

• Ensure that all claims are investigated and solved within the required time frame, work at the source
• Update Dispute Management System and provide reporting on claims / KPIs when required
• Coordinate communication between Customer, Customer Service, Sales Teams, Carrier and Warehouse
• Close collaboration with the Pricing Coordinator in terms of price claims and with the CS team in terms of logistic claims

• Communicate courteously with internal and external customers by telephone, email
• Communication with Sales team on price issue, claims, major issue
• Develop win/win initiatives with main internal and external customers to increase satisfaction
• Monitor closely switch, promotions, new products from an pricing and promotion point of view

Order Management / Pricing & Promotion Management (20%)

• Update/create customer operational process, coordinate with relevant parties when issues arise
• Ensure that order entry is done correctly in SAP (EDI) (price, date, incoterm, quantity…) included samples, returns, donations, and are in line with our general trade agreement
• Follow up on major problems relating to the orders in term of delivery dates, out of stock, shelf life, EDI transmission
• Check the stock availability and inform the customer in case of out of stock and provide alternative solutions if possible.
• Ensure that Pricing Claims are treated timely & properly with the support of local Billing & A/R departments (NEU)
• Generate price discrepancy report on a daily basis to avoid claims, analyze, investigate and liaise with Customer Service, Sales, Finance Teams
• Set proper back up to ensure business continuity

Qualifications:

• You have a first experience in Customer Services Management / Order Management Services.
• You already worked on SAP or another CMS.
• You have a demonstrated ability to work well under pressure, can remain calm and levelheaded in stressful situations and able to work with a sense of urgency
• You are self-motivated, analytical and solution oriented.
• You have excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external stakeholders at all levels of the organization. You are fluent in English and German.

Things to remember:

• This role is based in our headquarters for Continental Europe in Eschborn, Germany, with occasional travel within Europe and globally.
• Global career growth opportunities within a global organization.
• Opportunity to make a significant impact on Mc Cain's Environmental footprint.
• You will work in a dynamic and collaborative global environment.

What we offer:

• A challenging full-time job.
• A varied and responsible job in an effective and international team with flat hierarchies.
• Health contributions.
• Career and learning opportunities.
• Partial working from home is possible.

More information about Mc Cain:
Mc Cain is a leading Canadian company in the frozen potato products market. With 22,000 employees worldwide, more than 1,000 employees in France and a presence for over 40 years, Mc Cain France has created a partnership with 800 farmers.
Today, Mc Cain has 54 production plants worldwide. Mc Cain promotes values of integrity, authenticity, commitment, and solidarity by being an agent of change in a context where the safety of all is paramount.
To achieve this, actions in favor of environmental protection have been put in place: sustainable agriculture, efficient use of resources, quality food and prosperous communities.
Please have a look at our sustainability report here.


Mc Cain Foods is an equal opportunity employer. We see value in ensuring we have a diverse, antiracist, inclusive, merit-based, and equitable workplace. As a global family-owned company we are proud to reflect the diverse communities around the world in which we live and work. We recognize that diversity drives our creativity, resilience, and success and makes our business stronger.

Mc Cain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know and we will work with you to meet your needs.

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Job Family: Supply Chain & Logistics
Division: Continental Europe
Department: Customer Service Northern Europe
Location(s): DE - Germany : Hesse : Eschborn
Company: Mc Cain GMBH