Operations Analyst / Customer Service Support - Temporary contract

Scurta descriere a companiei

We are a global agri-business with a six-continent supply chain. We can rely on the strong history of Nidera and COFCO Agri. With a long-standing market presence, we have a deep understanding of the world’s largest agricultural importing markets, including China.

Cerinte

• University Education
• Previous experience in customer service/care/call centers and working with IT systems
• MS Office knowledge
• Excellent client orientation skills
• English speaker
• Positive and social person
• Strong in organization activities, following up and prioritizing tasks

Responsabilitati

• Administrate the new potential customers, extract from the operating system simple reports about them, and maintain clean records (clients, users, products, etc.)
• Receive inbound calls and emails as well as make outbound calls and emails to assist customers with their requests and to offer them products and services
• Communicate with the new potential customers. Able to guide all new potential customers in such a way that all relevant information, documents and data, will be received timely and the new customer’s on-boarding will be successful.
• Lead the onboarding process by following up with Group team, create / update customer profile, offer support for call-backs or any other additional need
• Assist customers in resolving issues with purchased products, calm angry / frustrated customers and ensure their challenges or issues are addressed properly
• Maintain proper record of all interactions with customers in the database, of inquiries and/or complaints
• Follow established standards and procedures when handling customer calls and emails
• Go the extra mile to build and maintain positive trustworthy relationships with clients
• Act as liaison between customers and CIL internal departments for quick interchange of any information, for example but not limited to products specification, administrative details, contract amendments, etc.
• Ensure all purchase orders and payment instructions are correctly issued, recorded and disclosed for further execution by respective departments
• Escalate difficult or complex issues to Trade team or other relevant departments for effective resolution
• Works in close contact with the other departments to properly understand the flows, business needs and act diligently as required by main job responsibilities;
• Addresses any additional requirements that may arise related to assigned job, provide any information requested by stakeholders, auditors, etc.;
• Adheres to COFCO values, guidelines and procedures, as well as to internally developed policies and workflows; ensure compliance and implementation of COFCO Policies and procedures as per company guidelines;
• Performs any other duties required by direct manager, senior management and situation, related to business needs if case, relevant to the position

Alte informatii

Core competences:
• Excellent client orientation, internal as well as 3rd parties
• Problem-solving skills: being able to evaluate customers’ inquiries to provide solutions adapted to their needs
• Communication skills: using clear and appropriate language when interacting with customers to resolve their issues
• Customer service skills: politely interact with customers and ensure their issues are properly addressed
• Performs timely operations, follows through to deliver results
• Promotes timely flow of information.

Integrity & Values
• Is trustworthy, reliable, open, and honest.
• Takes ownership of own decisions and actions – successes and mistakes.
• Communicates and instils CIL culture and values.



Building relationships (internally- externally)
• internally: with the other members of Trade team, Contract Admin team, Execution team, Logistics team, Finance & Controlling team, support teams; colleagues from Romania, Hungary, Bulgaria, Serbia and HQ
• externally: company’s business partners (suppliers and clients)


Location of the role:
• The position is based in COFCO International Romania headquarters from Bucharest.
• Activity 100% fully in the office.


Type of contract:
• Temporary for 1 year