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Title:  Customer Service Expert

Job ID:  50044
Country:  Switzerland
City:  Dagmersellen
Professional area:  Customer Service
Contract type:  Permanent
Professional level:  Experienced

Dagmersellen, LU, CH, 6252


We’re JTI, Japan Tobacco International and we believe in freedom. We think that the possibilities are limitless when you’re free to choose. In fact, we’ve spent the last 20 years innovating, creating new and better products for our consumers to choose from. It’s how we’ve grown to be present in 130 countries.

But our business isn’t just business. Our business is our people. Their talent. Their potential. We believe when they’re free to be themselves, grow, travel and develop, amazing things can happen for our business

That’s why our employees, from around the world, choose to be a part of JTI. It’s why 9 out of 10 would recommend us to a friend. And why we’ve been awarded Global Top Employer status, six years running

So when you’re ready to choose a career you’ll love, in a company you’ll love, feel free to #JoinTheIdea. 

Learn more: jti.com


What this position is about - Purpose: 


Customer Service Expert is responsible for the full order management process by ensuring orders are processed in a timely manner with the highest quality. Needs to understand complete O2C process in SAP and parallel system; price and condition maintenance of materials; multi-step order processing and EDI usage; special and new SAP processes; SAP and parallel Power User. Furthermore, needs to have sound knowledge of the B2B supply network, customer demand and inventory management, and works with internal stakeholders to successfully manage the route to market. 


What will you do - Responsibilities:


  • Regularly reassess and understand the priorities/challenges of the different customers and adjust how you can empower them;
  • Oversees the third-party logistic provider, handling claims and escalating delivery problems when needed to ensure a maximum level of customer satisfaction;
  • Assists training Customer Service Associates and serve as back-up during absences; 
  • Leads and contributes to different Customer Service (Sales) projects;
  • Develops measures for the improvement of various KPIs and optimizing processes;
  • Works closely with the sales team (KAM, Business Consultants, etc.) to provide coherent customer support. 


Who are we looking for - Requirements:     


  • Successfully completed commercial apprenticeship and/or Bachelor's degree (e.g. in economics); 
  • Minimum of 2-5 years of working experience in the area of responsibility; 
  • Proficient user in MS Office and SAP; 
  • Fluent in German and good English skills, French is an asset; 
  • Agile and independent approach to work with a can-do attitude.



Job Segment: ERP, Claims, SAP, Supply, Customer Service, Technology, Insurance, Operations

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