**Job overview**The Customer Care Specialist plays a critical role in providing behind-the-scenes support to ensure smooth and efficient customer service. It is a multifaceted role on handling non-customer-facing activities with a focus on pricing, commercial conditions, claims, and returns management. In this position, you will manage the administrative and operational tasks that assist front-line customer service agents and enhance the overall customer experience.You will collaborate with cross-functional teams, ensuring accurate and timely processing of customer requests and complaints, helping to maintain customer satisfaction and business efficiency.**Key Responsibilities****1. Pricing Management & Commercial Conditions**:- Manage and update customer pricing based on agreed-upon commercial conditions, including contracts, promotional offers, and volume-based discounts s in the ERP.- Ensure commercial agreements, contracts, and special pricing terms (e.G., payment terms, volume discounts) are accurately applied to customer orders.- Investigate and resolve any discrepancies in pricing or promotional offers, ensuring customers are billed according to their agreed terms.**2. Claims Management**:- Manage customer claims related to product defects, service issues, delivery problems, or order fulfillment errors from initial receipt through to resolution.- Investigate the root cause of claims, working with relevant teams (e.G., product, logistics, finance) to identify the source of issues and implement corrective actions.- Accurately document all claims and resolutions in systems, track claim trends, and generate reports for internal stakeholders.- Use claim data to identify recurring issues, propose improvements to processes, and reduce future claims.**3. Returns Management**:- Manage the return process for defective, damaged, or unwanted products, ensuring that returns are authorized in accordance with company policy.- Ensure all returns are processed efficiently, including coordinating logistics and ensuring that returned goods are inspected, credited, or replaced.- Resolve any disputes related to returns, including handling issues of lost or damaged items in transit, ensuring that customers are fully informed and satisfied with the resolution.- Oversee refunds or exchanges for returned items, working with the finance team to ensure correct amounts are refunded** in a timely manner.****4.Reporting & Documentation**- Generate internal reports on customer interactions, issue resolution, and order processing performance.- Track customer service metrics (response times, issue resolution times) and assist in identifying trends or recurring issues.**Competencies**- ** Customer-Focused**: Passionate about providing excellent customer service with a focus on empathy and problem-solving.- ** Communication Skills**: Strong verbal and written communication skills with the ability to explain complex information in a clear, concise, and friendly manner.- ** Problem-Solving Ability**: Proficient at resolving issues efficiently and effectively, demonstrating patience and professionalism.- ** Attention to Detail**: Able to manage multiple tasks and inquiries with precision and accuracy.- ** Technical Proficiency**: Familiarity with CRM software (e.G., Salesforce, ERP (SAP Fiori), and Microsoft Office Suite.- ** Organizational Skills**: Ability to manage multiple tasks simultaneously while adhering to deadlines and maintaining a high standard of work.- ** Teamwork & Collaboration**:Ability to work closely with both internal teams and external departments to address customer needs and resolve issues.**Skills, Experience and Knowledge Requirements**- Bachelor’s degree in Business Administration, Supply Chain Management, Finance, or a related field.- 3+ years in a pricing, commercial management, logistics inverse management or operations role.- Proven experience managing commercial agreements, pricing strategies, and handling claims/returns processes.- Experience working cross-functionally with teams such as sales, finance, legal, and supply chain.- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint). Experience with ERP systems (e.G., SAP)- Exceptional communication skills, both written and verbal, to collaborate effectively across teams.