Customer Facing Specialist

About the role

The Customer Facing Specialist drives the order‑to‑cash process by ensuring product availability and coordinating closely with Demand Planning. You will act as the main point of contact for customers, helping them navigate order status, stock issues, and payment matters while supporting sustainable business outcomes.

Key responsibilities

• Centralise relationships with customers for the full order‑to‑cash cycle.
• Review and communicate current order status and any escalated cash‑collection or credit issues.
• Monitor customer compliance with agreed logistics trade terms.
• Inform customers of out‑of‑stock situations and potential supply timelines.
• Coordinate and validate return and refusal demands.
• Manage blocked orders and support agreeable solutions within defined timeframes.
• Maintain master data alignment with customer systems (product, promo, pricing) and update contacts in the CRM.
• Handle delivery and billing issues, including printing and sending delivery notes or invoices when requested.
• Coordinate urgent deliveries across logistics and customer service teams.
• Receive customer claims, forward them to the Claims Register Specialist and communicate resolution status.
• Follow up on overdue invoices and support credit management activities.

Required profile

• Strong communication, influencing and persuasion abilities.
• Analytical thinking and data‑analysis competence.
• Problem‑solving mindset with a focus on customer experience.
• Digital awareness and ability to manage change.
• Stakeholder management and collaborative working style.
• Experience in customer operations or order management.

Required skills

• Proficiency with CRM systems.
• Knowledge of master data management processes.