Customer Service Executive (Hybrid)

Location

Madrid | Spain

Job description

The Role

Are you ready to be the heartbeat of customer satisfaction? At Imperial Brands PLC, we’re seeking a Customer Service Executive who thrives on ensuring every client interaction is an exceptional one. You’ll be the maestro of order management, harmonizing the needs of our customers with the expertise of our area managers to deliver a service that’s as reliable as it is remarkable.
Your mission is to champion our Global Duty-Free sales agenda, transforming challenges into opportunities and queries into solutions. With a keen eye on product availability and a knack for proactive problem-solving, you’ll offer alternative products that not only fulfil orders but also fuel our sales strategy.

Principle Accountabilities

• Establish close and trustful working relationship with customers.
• Order capturing, management, review and checking of product availability.
• Invoice and shipping documents management and proactive information flow to customer.
• Control and ensure order execution & fulfilment at all levels of the order delivery process in alignment with central Export Operations Team and supply chain.
• Inform customers proactively about product availability, product updates (phase in/out) & product launches.
• Initiate best practice sharing and aim for continuous improvement.

Skills and Experience Required

• Language skill requirements: English fluent (written and spoken), additional languages are an advantage.
• Subject related University degree or completed commercial apprenticeship.
• Experience in customer service or fresh graduate with positive attitude and willingness to learn.
• Good knowledge regarding international trade, logistics, payment-& Incoterms, commercial/export documents, and respective business implications.
• Attention to details, positive mindset with strong service orientation and a can-do attitude.
• Experience preferably with SAP R3 SD & MM (group of transactions in SAP) and BPIS.

What We Offer

In return for playing your part in building our future, you will receive a comprehensive compensation package with salary, bonus scheme and many extras including generous holiday entitlement and hybrid/flexible working opportunities as well inspiring places to work and collaborate with purpose. Here at Imperial we will give you the opportunity to grow and learn, innovate at pace and be a part of our purpose to forge a path to a healthier future for moments of relaxation and pleasure for our consumers.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at [email protected] to let us know if we can provide support in helping you complete an application and/or attend an interview.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

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