Seniority Level: Associate

DreamBig

As our Customer Experience Expert you will be the process owner of all incoming requests from on-trade customers and internal business partners within the French market.
At AB InBev, dreaming big is what we do. Brewing the world’s most loved beers, building iconic brands like Corona, Stella Artois, Samson and crafting meaningful moments are what inspire us.
We’re a team of passionate owners who aren’t afraid to dream big because we know that together, we can achieve anything. To build a more sustainable, inclusive and rewarding future. Turning any challenge into an opportunity. So let’s take on the challenge together.
Cheers to dreaming big!

What will you be doing:

• Own the end-to-end process of CX processes from first contact to final resolution & communication back to the customer (Phone, email, cases, Live Chat in B2B platform and other channels)
• Investigate for process improvements/efficiencies to improve work quality and/or deliver efficiencies
• Build business case and manage senior stakeholders
• Delegate and follow-up the customer request resolutions with all internal stakeholders: CXC Team, Sales Team, Finance Department, Invoicing Team, Pricing Team, Master Data Team, Bonus Management, etc.
• Ensure all requests are treated within the pre-determined Service Level Agreement parameters.
• Treat incoming orders and requests from customers according to the process definitions to ensure delivering and invoicing to customer according to agreed SLA´s – on time in full
• Coordinate order-related problem resolution (out of stock, delivery delays, product quality issues)
• Manage system related (automated) order messages and resolve these
• Support the creation of new ways of order management (EDI, digital, …) and invoicing (e-invoicing)
• Adjust orders based on input from the business, such as SKU switches

What you’ll bring:

• C1 in French and English
• 2-3 years in a customer/consumer experience position, with prior experience with process analysis, optimization and continuous improvement
• Problem solving experience and leading the resolution of the issue
• Experience managing cross functional Stakeholders
• Able to work on own initiative and prioritize work load efficiently
• Able to coordinate many different tasks at the same time
• MS Office – Word, Excel, Power Point, Outlook, Macro ́s
• SAP or other ERP application experience is beneficial

We also offer great Benefit & Perks package!

• Benefits for you and your family to help your physical and mental health
• Competitive parental leave and pension contributions (2,5%)
• 25 days holidays per year
• Employee benefits to help your physical and mental health and overall wellbeing (Accident, Health and Luggage insurance, discounted services like HP Market, Multisport Card, GS Pharmaceuticals, etc.)
• A beer allowance to enjoy our brands
• Meal vouchers
• Employee networks to support diversity and inclusion
• Global Bonus
• 26 weeks paid leave for primary caregivers
• ‘Return to Work’ programme

What you can expect from us:
In this role, you’ll have the potential to transform our business and your career. You’ll get the support and mentor you need to succeed. We’re a meritocracy, with plenty of room for growth and development, so you know your hard work will be rewarded. We encourage you to think big and go after your goals. You’ll get to be creative, work with international teams so you can build a global network and have direct control over your career and where it takes you.
We are building a team that’s more supportive, more inclusive and more collaborative. A team that’s diverse in background, skills and experience.
So if you dream big but are concerned you’re not a perfect fit against the job description, we’d still encourage you to apply. You may be just the right candidate to help us create a future with more cheers.
As the leading global brewer, we are committed to bringing people together for a better – and more equal – world. A more equal world starts when everyone can thrive. At AB InBev we value the diversity of cultures, perspectives, skills and experiences within our workforce, and we strongly encourage women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
If this sounds like the incredible opportunity you’ve been waiting for, apply today.

LI-ABI ZoneEU

• Own the end-to-end process of CX processes from first contact to final resolution & communication back to the customer (Phone, email, cases, Live Chat in B2B platform and other channels)
• Investigate for process improvements/efficiencies to improve work quality and/or deliver efficiencies
• Build business case and manage senior stakeholders
• Delegate and follow-up the customer request resolutions with all internal stakeholders: CXC Team, Sales Team, Finance Department, Invoicing Team, Pricing Team, Master Data Team, Bonus Management, etc.
• Ensure all requests are treated within the pre-determined Service Level Agreement parameters.
• Treat incoming orders and requests from customers according to the process definitions to ensure delivering and invoicing to customer according to agreed SLA´s – on time in full
• Coordinate order-related problem resolution (out of stock, delivery delays, product quality issues)
• Manage system related (automated) order messages and resolve these
• Support the creation of new ways of order management (EDI, digital, …) and invoicing (e-invoicing)
• Adjust orders based on input from the business, such as SKU switche