BIC® merchandise are identified and appreciated all around the world for their high quality, their affordability and ease of use. The ballpoint pen, the pocket lighter, the one-piece shaver are all a part of the each day lives of hundreds of thousands of customers. These merchandise make BIC® the most effective identified worldwide manufacturers, current in 3.2 million shops, in additional than 160 international locations. As we discover the super alternatives forward, we now have a necessity for devoted and dynamic workers to assist construct our staff. With a powerful dedication to encouraging future and present staff members to “Unlock the Best You!” the BIC People Promise reinforces the precept that people are on the coronary heart of its enterprise success. BIC is dedicated to its staff members and to the promise of serving to them unlock their full potential.

We are recruiting to fill the place under:

Job Title: Representative
Job Type: Full-time
Job Summary

  • We imagine that the way in which we attain our clients is as vital because the product we select to promote, and following this mission, the referred place will likely be accountable for the Order Management course of within the area of scope, from order assortment to order supply and returns, to make sure optimum service degree and buyer satisfaction.
  • Working in shut collaboration with the native Sales Manager, Sales division, Store Manager, Customers and numerous completely different stakeholders, the Customer Service Representative will likely be accountable for driving excellent buyer satisfaction at optimum prices, being the principle hyperlink between the client and the corporate, with a view to reply to the enterprise wants.

Main Responsibilities / Tasks

  • Act as essential hyperlink between the corporate and the purchasers. Ensure an efficient communication and mutual understanding. Focus on understanding our buyer’s wants.
  • Update and preserve buyer accounts within the programs.
  • Collect and comply with up buyer orders. Ensure a detailed comply with up of each day order coming into and assure strict order administration accuracy.
  • Follow up on particular fee phrases; align all crucial documentation to the particular fee technique.
  • Issuing of native documentation together with Invoice, Delivery Note, Certificates and verifications when crucial.
  • Order monitoring and comply with up till supply.
  • Maintain common conferences with key clients and gross sales staff to overview service ranges and necessities and following by on motion plans to additional enhance service.
  • Track buyer claims and guarantee a each day follow-up of excellent gadgets. Investigate claims and set motion plans to stop re-occurrence.
  • Focus always on service degree efficiency enchancment.
  • Maintain procedures, set up requirements, and administrate actions to guarantee correct order entry, environment friendly cargo monitoring, and well timed supply of merchandise to clients.
  • Define and implement instruments and reports with a view to measure the Customer Service exercise and its efficiency.
  • Work with Supply Chain each day to make sure clean deliveries, guaranteeing that applicable paperwork are on the proper place on the proper time.
  • Ensure costs, reductions and buyer situations are up to date within the system, to keep away from delayed fee brought on by pricing errors.
  • Plan and handle actions of the customer support staff to satisfy the wants of shoppers and assist space operations.
  • Prepare and coordinate orders outlook as enter to planning forecast, warehousing operation forecast and transport forecast.
  • Maintain a weekly cargo outlook and lead weekly/ month-to-month conferences with all stakeholders to overview order standing, priorities and challenges.

Key Performance Indicators / Key Figures:

  • Number of Customers: 60 common clients; as much as 100 with irregular (opportunistic)
  • Number of month-to-month orders: 8-12 clients invoiced per day
  • Service Level – Value Fill Rate: 97%
  • Customer Claims Solved On Time: 95%
  • Back Order Evolution: Evolution
  • Orders Below Minimum Value: 5%
  • Returns and rejections charge: TBC.
  • Service Level – Ship On Time: 90%
  • Service Level – On Time In Full: 60%

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Candidate Profile
Qualifications / Technical Skills:

  • Team participant; capable of relate to suppliers, colleagues and staff members.
  • Customer oriented.
  • Organization abilities to handle (at instances) intense workload & capability to work effectively and calmly beneath stress
  • Intermediate to advance excel information.

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  • Hands-on consistent with BIC tradition, can deal with numerous duties with humility and enterprise drive.
  • Understanding of ERP functionalities.
  • Knowledge on Customer Service practices and rules.

Previous / Professional Experience:

  • Experience as Customer Service consultant.
  • Bachelor’s Degree in related area.

Additional Information

  • Experience on FMCG firm inside Customer Service Team desired.
  • Knowledge of SAGE system benefit.
  • Strong analytical and numerical abilities.
  • Develops and improves Customer Service processes. Makes certain that each one processes are align to the SC Strategy.
  • Is artistic; problem the established order.
  • Technical savvy.

How to Apply

Interested and certified candidates ought to:
Click here to apply


  • Your application for this place doesn’t assure a proposal. The abilities and expertise required for this job will decide the success of your application.
  • BIC is an equal alternative employer and dedicated to recruiting, growing and sustaining a various workforce in compliance with all relevant Human Rights laws. The Company will endeavor to make cheap lodging as much as the purpose of undue hardship, for disabilities made identified to it by its workers and candidates


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