EXPERIENCE, SKILLS, KNOWLEDGE

• Proficiency in German and an advanced level in English
• Responsiveness to Customer needs and willingness to solve their problems.
• Familiarity with multichannel/ omnichannel (Email, Voice, Chats, E-Commerce) operating model
• Good knowledge of general Order management /B2B processes (from commercial agreement to receipt of order).

ROLE POSITIONING AND OBJECTIVES

Our new Engagement Centre is fully dedicated providing world class customer service to our consumers and distributors. We provide multi-channel support and have the best team of people ready to assist them.
Your role will be to assist our B2B customers within Order Management arena, to ensure the support is provided at every stage i.e. while registering the order, capturing details, managing data and getting it delivered on time.
You would also help customers fix issues and ensure order and stock challenges are resolved in timely manner. You shall be expected to work independently with minimum supervision while collaborating with other members of your team.
Become a vital part of our Engagement Centre team at British American Tobacco and play a pivotal role in delivering exceptional experiences to our customers. Explore exciting opportunities to grow both personally and professionally.
We’re waiting for you to apply so you can discover how you can be part of a team that thrives on meaningful engagement and customer satisfaction.
Seize the opportunity to shape the future of customer interactions with BAT’s Engagement Centre!

WHAT YOU WILL BE ACCOUNTABLE FOR

• Verify customer purchase orders (e.g., contact details, pricing, terms) & monitor order management process from order entry in SAP system to delivery.
• Ensure order check and related stock prioritization to ensure all customer requirements are met.
• Drive commercial conversations and negotiation with Customers.
• Act as the customer’s representative by capturing input and contributing to continuous improvement and customer satisfaction.
• Immediately escalate/report to the line manager any breach in existing controls and highlight any possible risks caused by lack of control.