Title:  Customer Service Specialist

At JTI we celebrate differences, and everyone truly belongs. 46,000 people from all over the world are continuously building their unique success story with us. 83% of employees feel happy working at JTI.

To make a difference with us, all you need to do is bring your human best.

What will your story be? Apply now!  

Learn more: jti.com

JOB TITLE: CUSTOMER SERVICE SPECIALIST
LOCATION: AMSTELVEEN, NETHERLANDS

CONTRACT TYPE: PERMANENT

PROFESSIONAL AREA: CUSTOMER SERVICE

PROFESSIONAL LEVEL: MID

Do you have a passion for delivering exceptional customer service? If so, we have the perfect opportunity for you! We are seeking a full-time Customer Service Specialist to join our team in the Netherlands.

CUSTOMER SERVICE SPECIALIST

The Customer Service Specialist is responsible for timely order fulfillment for JTI's direct-to-retail customers and coordinating operations with the third-party logistics provider (3PL). This role ensures business continuity by monitoring and controlling various aspects of the automated SAP O2C process related to DTR customers. Key responsibilities include advanced order fulfillment, 3PL operations, stock control, return management (including issuing credit notes), and J-SOX controls.

Position:

• Order fulfillment: Manage daily SAP O2C procedures to ensure timely order forwarding to 3PL for JTI's Direct-to-Retail customers, maintaining delivery schedules. Ensure a 100% match between customer orders, JTI delivery orders, and 3PL delivery reports to guarantee customer satisfaction and Track and Trace compliance. Serve as primary backup for wholesale order fulfillment and act as the designated SAP O2C Power User, requiring relevant training for system expertise.
• Coordinate 3PL Operations: Maintain strong daily relationships with the 3PL Customer Service department regarding shipments to JTI's DTR customers, including attending weekly performance calls. Serve as the primary contact for customer queries needing JTI follow-up. Flag and record irregularities at the 3PL for logistics management to address in recurring management review meetings.
• Return management: Oversee product return and credit note procedures for DTR customers, coordinating the approval flow for swift processing. Ensure returns are Track and Trace compliant where applicable and serve as backup for the wholesale return process.
• Inventory control: wnership of the product overview file providing an overview of market inventory. Daily updating of stock levels and productions, weekly updating of actuals. Alignment with demand planner on stock priorities and supporting O2C to ensure efficient SKU transitioning.
• J-SOX: Timely execution of applicable O2C JSOX controls providing related evidence of the controls and it's results. Flag any irregularities and investigate to resolve. Committed to perform all controls and the related documentation according to the defined J-SOX control description. 

Within 6 months you will:

• Understand and adhere to the company’s customer service policies and procedures.
• Gain in-depth knowledge of the company’s products to assist customers effectively.

Requirements:

• Higher Professional Education (Bachelor).
• Work experience within O2C, logistics (preferably 3 years or more).
• Fluent Dutch and strong English.
• PC literacy: MS Excel, Word, Outlook, SAP.

WHAT’S IN IT FOR YOU? 
At JTI we believe in the importance of a good work-life balance while we offer lots of opportunities for development and career progression – across functions and internationally. Maybe that’s one of the reasons why our employees stay on average impressive nine years with us and we have been certified as Top Employer for over thirteen years now. Want to know more about how our employees rate us? Please visit https://www.glassdoor.nl/japantobaccointernational 

Next to a rewarding compensation package, we offer a range of other perks and benefits:

• On-going development opportunities in a multinational environment that will inspire you to grow professionally and personally
• The opportunity to work 50% of your time outside of the office and 10 days abroad per year
• Working from home equipment (e.g., chair, screen, mouse, and keypad)
• 25 vacation days + 9 so-called ADV days on a full-time base
• 13th-month salary
• Bonus scheme
• Different engagement activities such as dinners, drinks, social gatherings, parties, etc.
• Business laptop and iPhone
• Unique Family leave policy (at least 20 weeks of fully paid parental leave regardless of gender, sexual orientation, or the way of becoming parents)

Is this not your next career step, but do you know someone who is a perfect fit? Please let us know!

JTI considers it important that this job vacancy is shared as much as possible. JTI, therefore, invites everyone to share this vacancy with people who might be interested and/or suitable for it. If this results in JTI hiring a suitable candidate, you can, under certain conditions, receive a referral bonus of 500 Euros, to be paid out in the form of vouchers.Ensure that your candidate mentions your referral during the application process

Are you ready to join us? Build your success story at JTI. Apply now!

Next Steps:

After applying, if selected, please anticipate the following within 1-3 weeks of the job posting closure: Interview with Recruiter > Assessment tests > Interviews with the Hiring Manager’s Team > Offer.

At JTI, we strive to create a diverse and inclusive work environment. As an equal-opportunity employer, we welcome applicants from all backgrounds. We are committed to providing reasonable adjustments to applicants with special needs. If you require any accommodations, please let the Recruiter know during the selection process.