Customer Service Specialist

Serves as the primary customer contact and owns the end-to-end execution of Order-to-Cash and supply chain processes for Finished Goods and Visibility Items. Drives service-level improvements, cost optimization, and asset-utilization initiatives, while representing the customer perspective internally and ensuring cross-functional alignment to deliver operational excellence and sustainable business growth.

CUSTOMER OPERATIONS & CONTINUOUS IMPROVEMENT

- Assess customer logistics capabilities and operational performance using diagnostic tools and analytics.

- Develop and implement joint action plans to improve customer logistics performance and ordering behaviour.

- Identify opportunities to optimize service levels, asset utilization, supply chain efficiency, and operational costs.

- Lead the implementation of new tools, automation initiatives, and improved ways of working.

- Drive logistics trade-term and process improvements that create value for both Red Bull and customers.

ORDER-TO-CASH EXECUTION

- Own the end-to-end Order-to-Cash process for Finished Goods and VISIT items.

- Manage sales orders, return orders, goods movements, claims, and credit-note processes in SAP.

- Monitor customer deliveries and ensure high-quality service from 3PL to end customer.

- Manage collection activities in accordance with credit policies and company guidelines.

- Prepare and maintain all required order, export, and customer documentation.

- Maintain accurate customer master data, pricing, and transactional records.

CUSTOMER PARTNERSHIP & SERVICE EXCELLENCE

- Act as the primary point of contact for customers and key internal stakeholders.
- Build strong customer relationships and identify opportunities for sustainable business growth.
- Understand customer needs, business realities, market dynamics, and logistics constraints.
- Conduct regular customer visits, performance reviews, and feedback sessions.
- Represent the customer perspective within the organization and drive customer-centric decisions.
- Support the Sales team on all logistics and customer service-related topics.

COMPLIANCE, QUALITY & GOVERNANCE

- Ensure execution of processes in line with company policies, standards, and operating guidelines.
- Act as SAP key user and escalate non-standard process deviations where required.
- Maintain documentation, manuals, guidelines, and business process procedures.
- Manage batch tracking, traceability, product samples, and customer certificates.
- Handle consumer complaints and support quality-management requirements.
- Ensure compliance and operational transparency across all customer-service and logistics activities.
- Monitor customer service and commercial KPIs.
- Identify trends, risks, and improvement opportunities and initiate corrective actions.
- Collaborate with Planning, Sales, Finance, Logistics, Quality, and external logistics providers to ensure seamless execution.
- Influence supply chain flexibility and product availability in line with route-to-market and logistics strategies.
- Support continuous improvement projects, process optimization, and system testing activities.

PERFORMANCE MANAGEMENT

- Monitor customer service and commercial KPIs.
- Identify trends, risks, and improvement opportunities and initiate corrective actions.
- Collaborate with Planning, Sales, Finance, Logistics, Quality, and external logistics providers to ensure seamless execution.
- Influence supply chain flexibility and product availability in line with route-to-market and logistics strategies.
- Support continuous improvement projects, process optimization, and system testing activities.

Requirements

Minimum 5 years of experience in Customer Service and Operations within a multinational environment, preferably in FMCG.; Strong understanding of supply chain and logistics operations, including experience managing logistics service providers and customer-facing processes.; Excellent communication and interpersonal skills, including customer-facing and telephone communication, stakeholder management, and relationship building.; Strong negotiation, influencing, and collaboration skills across internal and external stakeholders.; Ability to work effectively under pressure, manage multiple priorities, and deliver results in a fast-paced environment.; Strong project management capabilities with the ability to combine strategic thinking, attention to detail, and execution excellence.; Process-oriented mindset with a holistic understanding of end-to-end supply chain processes and experience driving continuous improvement and change management initiatives.; Strong analytical and problem-solving skills, with the ability to translate data from multiple sources into actionable business insights.; Solution-, quality-, and service-oriented approach with a strong customer focus.; Entrepreneurial can-do attitude, demonstrating ownership, initiative, resilience, and a commitment to best-practice implementation.; Advanced Microsoft Office skills (Excel, PowerPoint, Word).; Knowledge of SAP S4 HANA, SAP IBP, BI, or similar ERP and planning systems.