Position Title:  Customer Service Care B2B Executive

Welcome to our Philip Morris vacancy.

Did you know that Philip Morris International is undergoing a revolutionary business transformation? We will be far more than a leading cigarette company. We want to change society and deliver a better, smoke-free future. Thanks to the imagination and perseverance of thousands of people at PMI, we have developed smoke-free products that are better alternatives to cigarettes.

And it does not stop there. We are investing in a portfolio of innovative products beyond nicotine. So, whether in new product development, commercialization, operations, science, you name it, we are putting our vision into reality every day and making the change happen, right now.

Are you ready to take up the challenge of being at the heart of our business, and to feel the vibe when you and the team succeed?

If so, then please continue reading.

In our completely new Customer Service Care Team B2B we have the mission to provide a seamless, personal & adequate service. One that creates & maintains a relationship between PMI & our B2B customers. We achieve this by building strong teams that are versatile & act as ambassadors. That are passionate about service care & business building.

We are convinced that our Team will succeed in this mission through our customer centricity mind-set, our motivation to face up to the bold vision of a smoke-free future but also through our resilience in a dynamically transforming environment.

Your main responsibilities are: 

• Order Management from A to Z: Follow up the orders in the system, Manual order placement, Delivery monitoring, Payment/invoicing follow up, Return follow-up
• Manage inbound and outbound calls in a timely manner: Inbound Support: ensure high retailer satisfaction via phone, email & chat (multiple channels) by creating strong relationships - be retailer centric, Inbound service for all B2B customer inquiries or requests, Outbound Support: provide information/updates to retailers (for example: missing order, product…), & follow-ups/call backs, credit management follow up (failure of payment), Commercial Focus Outbound: commercial activities such as distribution build up, promotions, online tasks, Follow communication scripts when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile.
• Meet personal/team qualitative and quantitative targets
• Frequently attend educational seminars to improve knowledge and performance level
• Keep records of all conversations in our database in a comprehensible way
• Ensure all operational processes are followed and keep up to date with all new procedures, products and services + Respect all applicable legal requirements
• Manage sensitive data: keep records in database + Respect all applicable legal requirements.
   

Our ideal candidate would match the following experience and competence requirements:

Required Experience:

• You have ideally 1-2 years of experience (min. 6 months)
• Preferably previous experience in any position that requires interacting with customers
• You are passionate about the Logistics, Sales & Distribution environment
• You have a good knowledge of MS Office (SAP knowledge is a plus).
• You are fluent in Dutch (native level) and English (good knowledge)
   

Key Competencies:

• You are a natural fast learner (develop skills in a short period of time) & problem solver
• You are resilient in a dynamically changing environment and have a high team orientation
• You can ask the right questions to explore, understand and identify customers’ situation or needs and offer solutions.
• You can quickly establish excellent contacts: follow up and engage with B2B clients (i.e. moderate voice and speed to personalize speech, mirror the clients’ ways of speaking, etc.) and with internal stakeholders
• Detail and action oriented when handling inbound & outbound calls and recording data
• You are empathy focused, with a motivated and positive attitude
   

​​​​​​​What will the selection process look like?
Talent Acquisition (TA) will perform an initial screening to assess whether candidates match with the defined vacancy requirements. If this is the case, the candidate will be invited for 2 competency-based (virtual) interviews. In parallel, you will be asked to complete online assessment tests*. At the end of the process, each candidate will receive the assessment results, as well as actionable feedback for their further development.

*Assessment Tests
The tests are integrated in the selection process to increase objectivity of the final decision making. The assessment tests for this role are a cognitive ability test. The results will not be saved in the employee’s file and will only be used in the context of the vacancy for which the employee is applying. Results are therefore not used for purposes of performance evaluation. · Cognitive Ability Test: Report links under three headings:
1. Deductive reasoning (measuring the ability drawing logical conclusions)
2. Inductive reasoning (measuring conceptual and analytical thinking)
3. Numerical reasoning (measuring capacity to understand numerical data and interpret mathematical information correctly)