Détails du poste
Sr Assistant, OTC Disputes
From a secret recipe to a bold idea and very proud traditions, we build the future. Coca-Cola European Partners (CCEP) is a major fast-moving consumer goods business in Europe and the world’s largest independent Coca-Cola bottler. Across 13 countries, our employees make, sell and distribute the world’s most loved drinks brands to more than 300 million people. Some of the brands you will find in our portfolio are Coca-Cola®, Fanta®, Powerade®, Glaceau Vitaminwater®, Monster® And Capri-Sun®.
Leading brands, great people and a focus on (personal) growth that comes with it.
Do you like to be able to influence and make a difference? Does a fast paced environment suit you?
Do you enjoy working in a multi-functional environment with a desire to succeed?
At CCEP, we want to provide a workplace where people are inspired to be the best they can be. We know that engaged, motivated employees, working to their full capacity and able to reach their personal career goals, are a critical part of our Company’s long-term success.
Works with the BU to build positive, constructive relationships and works in partnership with each to drive an effective and smooth deployment of Disputes processes into the SSC.
Supports the transition team (where appropriate) to ensure the successful migration of all Disputes and wider CTC in-scope activities to Shared Services.
Financial Services Delivery
Responsible for delivering high quality services to key customers (who include Customers, Suppliers, Employees, Executives, Regulatory Bodies, etc.)
Ensure that Coca-Cola European Partners policies are adhered to (e.g. approvals, financial guidelines, etc.)
Handles customer queries /disputes in a timely, efficient and accurate manner, escalating where necessary
Responds to identified customer issues, queries and needs, or where resolution is urgent and important.
Resolves queries as appropriate via the Disputes Management Team
Ensures Disputes procedures are completed efficiently, accurately and in a timely manner
Makes productive use of technology tools and systems including SAP to ensure effective service delivery and accurate CTC data.
Ensures that any supporting documentation are provided to customers as requested
Ensures all follow up issues on Disputes are managed accordingly to the given timelines.
Provides support to other team members where required
Provides support and advice on Disputes processes where required
To support the documentation and regular update of all Disputes work instructions
Works to ensure the achievement of customer service requirements as defined by both formal Service Partnership Agreements as well as Customer Satisfaction surveys
To gather data requested by audit teams during financial and SOX audits.
Builds strong relationships with key stakeholders in the Business Units to drive understanding and support for Disputes and Shared Services generally.
Works and liaises closely with BU Finance teams and other departments where required.
Provides feedback and support to Disputes Team Lead in driving end-to-end standard Disputes processes across the Coca-Cola European Partners business
Proactively improves the quality of end-to-end processes through identification and resolution of issues and continuous improvement.
• Experience in a multinational organization and/or Shared Services environment with a good business acumen.
• Ability to assess a problem and escalate it to the appropriate level
• Ability to think logical
• Fluent in English language.
• Good Excel skills. ERP experience desirable, preferably SAP
• Strong customer service orientation.
• Strong team player
• Time management, planning and organizational skills