Job Description

BUSINESS PURPOSE JOB

This is a customer facing role, logistics oriented, focused on process excellence within order acquisition, order, delivery and invoice processing systems. Our main goal is to deliver excellent customer service via:

1. Customers’ needs are clear and covered
2. Efficient and effective capture and processing of customer orders
3. Products are delivered in accordance with customer (both segment & trade) requirements
4. Following up on deliveries & customer claims, via connecting with Warehouse, 3PLs and Carrier Suppliers to ensure a perfect E2E execution focusing in Customer Service aligned with Logistic Cost Savings.

Being part of E&A Regional Customer Services Team, the future PS CS Sr. Specialist will report to the PS CS Manager, working closely to segment´s product supply, finance, and sales teams to define customer needs and also, with planning, logistics and transportation team to ensure orders are fulfilled as expected, as a key contributor by ensuring customer (both segment & customers) satisfaction.

Responsibilities

• Handle order creation, monitor order interfaces, fix basic IDOC issues, or escalate to EDI/RPA SPOCs as needed.
• Build customer knowledge on order patterns and preferences to optimize efficiency through direct interaction.
• Prioritize open orders and handle delivery blocks.
• Coordinate delivery creation with Transportation and Logistics to ensure delivery dates agreed with customer.
• Provide customers with Order, Shipping, and Billing information upon request.
• Process Non-Revenue Orders (NRO) as required.
  1. Primary contact for Claims Management: Track delivery status, provide POD, and support rebooking for late or undelivered orders if required.
  2. Handle returns and refusals claims, working with warehouses and 3PLs to investigate and identify root causes.
  3. Manage price claims with Sales and Finance, ensuring SAP price updates to prevent future gaps.
  4. Collaborate with Accounts Receivables to close claims via credit/debit note creation when valid.
  5. Act as Segment Compliance SPOC, keeping approvals and rational for NROs, credit/debit notes creation for audits support.
  6. Support segment projects if assigned via CS Projects Board for.
  7. Keep job aids updated and published on SharePoint.
  8. Drive KPIs analysis on Touches, Order Automation, Touchless orders, Delivery, and Billing Accuracy, escalate recurrent issues to CS Leader and through SCL Monthly calls; lead root-cause elimination projects.
• Manage competing demands across segments, projects, or process responsibilities, showing strong prioritization, coordination, and stakeholder engagement skills.
• Collaborate across functions and countries to support delivery of assigned regional project or process improvements.
• Proactively identify risks or inefficiencies and support mitigation plans in coordination with CS leadership.

KNOWLEDGE AND EXPERIENCE

1. SAP SD modules knowledge, FI and MM as a +
2. Microsoft Office skills (Power Point, Word, Excel, Outlook)
3. Power BI knowledge as user, Power automate as a +
4. Ability to work as a team player in a dynamic, continuously changing environment
5. Excellent written and oral communication skills
6. Strong collaboration, problem-solving and time management skills
7. Experience in dealing with customers directly
8. Language Skills: Fluent English + 1 extra fluent language (Polish, French, German, Spanish, Italian, Turkish) plus any other is a plus

BENEFITS

1. Hybrid position: Work from home + Office
2. Meal & Home Allowance
3. Health insurance
4. Life insurance and Pension Plan
5. Wellness plan
6. Work from Home equipment
7. Flexible culture
8. Company gatherings and team events
9. Birthday breakfast
10. Christmas gift
11. Results-driven, flexible, and non-micromanaged work environment

#LI-Hybrid

Duracell is the world’s leading manufacturer and marketer of high-performance alkaline batteries, complemented by a portfolio of high quality, market leading specialty, rechargeable and professional batteries. Duracell’s products power numerous critical professional devices across the globe such as heart rate monitors, defibrillators, telemetry devices, smoke detectors, fire alarms, automated valves and security systems. As the leader in the professional power category, Duracell has a rich history of innovation, continuously introducing batteries that are smaller, thinner, with more energy and longer lasting than competitive brands. Since March 2016, Duracell has found its permanent home within Berkshire Hathaway (ranked #4 World's Most Admired Companies by Fortune Magazine and #3 in the Fortune 500), and will continue to focus on sustainable growth, industry-leading innovation while creating long-term value for our customers and consumers. At Duracell, integrity, end-to-end accountability across all levels, fast decision-making and a “can do” attitude is highly valued.