Customer Service - Logistic Specialist / Sr Specialist

at  Amplifon

Who we areAmplifon is an Italian multinational company and the global leader in hearing care solutions and services. With over 20,000 professionals and a network of 9,500 points of sale in 26 countries, Amplifon helps people rediscover the emotions of sound. The company values people as the key to its success, offering growth opportunities in a multicultural and international environment. Amplifon has been recognized as a “Top Employer 2024” in Europe, the United States, and New Zealand by the Top Employers Institute.Amplifon Belgium is looking for a talented and experienced resource to join the Supply Chain Team. The candidate will work in a very fast paced environment and constantly evolving context. As part of this, he/she will contribute to build a new and high performing logistic support process with the objective to increase the customers satisfaction and facilitate the operations of our warehouse and our shops.Reporting to the Head of Supply Chain, the Customer Service - Logistic Specialist / Sr Specialist will:

• Be responsible for the good delivery of products from our suppliers. This will be done via a close monitoring of their performances and in collaboration with them, in order to identify bottlenecks and solve them.
• Monitor our electronic purchase flow (EDI) and take appropriate actions in order to solve potential issues. This needs to be done in collaboration with Marketing, IT and Finance. The candidate will be in touch with the Corporate offices and will therefore have a strong visibility.
• Ensure a proper execution of our processes in our shops. This will be done via communication, training, shop visit… and by developing procedures for them. The candidate will have the possibility to impact the supply chain department bringing his point of view.
• Be the contact person for Level2 tickets of our Support Service department (advanced issues that cannot be solved by Level1) but also for training Level1 members providing tools, explanations and materials.
• Lead and/or contribute to projects (local or global) that can also be focused out of Supply Chain (CRM for example).

Your responsibilities will include, but not be limited to, the following:

• Perform analysis on performances and process monitoring activities related to EDI flows and supplier’s service level
• Manage supplier performances and collaborate with them to assure flowless communication and prompt problem solving
• Recommend improvement actions based on the continuous analysis of KPIs, both internally and with suppliers
• Ensure that quality, quantity, customer satisfaction, and financial commitments are met, building and monitoring reports and contributing to process changes
• Ensure materials are delivered to sites in a timely manner as per customers criteria
• Collaborate with account payable team and supply chain team to assure Procure to Pay processes are efficient as well as accurate (claims, return management, etc.)
• Conduct trainings for new joiners as well as a yearly global one.
• Call or visit and train deviating shops about our procedures in order to increase employee adoption (change management)
• Resolve tickets consistently with our SLA and following-up when needed
• Escalate incidents and requests to appropriate support level, third parties or other teams, where appropriate follow ups will be conducted.

Key strengths for this position are:

• Problem solving : Use rigorous logic and analysis methods to resolve difficult system and process issues with effective logic solutions. Probe all fruitful sources for answers. Identify hidden system and procedural issues and identify logical solutions. Look beyond the obvious and don’t stop at the first answer.
• Data cruncher : Have strong abilities to collect, regroup, analyze a high volume of data and identify/present results with an appropriate action plan.
• Team player : Build a strong, collaborative and long-term relationship with all stakeholders within supply chain as well than inter-functional within the entire company.
• Communication : Communicate clearly and in the appropriate way with regards to the various stakeholders. Make sure to have all needed stakeholders onboard and follow up on needed actions.
• Strategic Agility : Work with the business to develop long term strategies and anticipate future trends/ consequences of the evolutions of the market. Must have broad knowledge and perspective of the business and must be future oriented.

• Perform analysis on performances and process monitoring activities related to EDI flows and supplier’s service level
• Manage supplier performances and collaborate with them to assure flowless communication and prompt problem solving
• Recommend improvement actions based on the continuous analysis of KPIs, both internally and with suppliers
• Ensure that quality, quantity, customer satisfaction, and financial commitments are met, building and monitoring reports and contributing to process changes
• Ensure materials are delivered to sites in a timely manner as per customers criteria
• Collaborate with account payable team and supply chain team to assure Procure to Pay processes are efficient as well as accurate (claims, return management, etc.)
• Conduct trainings for new joiners as well as a yearly global one.
• Call or visit and train deviating shops about our procedures in order to increase employee adoption (change management)
• Resolve tickets consistently with our SLA and following-up when needed
• Escalate incidents and requests to appropriate support level, third parties or other teams, where appropriate follow ups will be conducted