Operations Analyst

Role: Operations Analyst / Customer Service Support – COFCO International Romania (CIL RO)

Department: Trade

Working Place: Bucharest HQ

Reporting to: Regional Senior Trader

Scope of the role:

Main responsibilities of the role include COFCO Sales Support in relation with new customers.

He/she will support the development and building of strong professional collaboration with partners in Romania and CE region, by acting as first point of contact for products traded by CIL.

The actions taken by this role will be solid integrated within Central Europe region and will offer support for the function in Romania, Hungary, Serbia, Bulgaria and any other origin traded in CE.

The ideal candidate will be a hard-working professional able to work diligently under pressure, with customer orientation. This person will be comfortable working in a developing environment, implementing all applicable policies, procedures and systems and identifying effective ways to improve business operations and achieve better results.

Responsibilities:

• Administrate the new potential customers, extract from the operating system simple reports about them, and maintain clean records (clients, users, products, etc.)
• Receive inbound calls and emails as well as make outbound calls and emails to assist customers with their requests and to offer them products and services
• Communicate with the new potential customers. Able to guide all new potential customers in such a way that all relevant information, documents and data, will be received timely and the new customer’s on-boarding will be successful.
• Lead the onboarding process by following up with Group team, create / update customer profile, offer support for call-backs or any other additional need
• Assist customers in resolving issues with purchased products, calm angry / frustrated customers and ensure their challenges or issues are addressed properly
• Maintain proper record of all interactions with customers in the database, of inquiries and/or complaints
• Follow established standards and procedures when handling customer calls and emails
• Go the extra mile to build and maintain positive trustworthy relationships with clients
• Act as liaison between customers and CIL internal departments for quick interchange of any information, for example but not limited to products specification, administrative details, contract amendments, etc.
• Ensure all purchase orders and payment instructions are correctly issued, recorded and disclosed for further execution by respective departments
• Escalate difficult or complex issues to Trade team or other relevant departments for effective resolution

• Works in close contact with the other departments to properly understand the flows, business needs and act diligently as required by main job responsibilities;
• Addresses any additional requirements that may arise related to assigned job, provide any information requested by stakeholders, auditors, etc.;
• Adheres to COFCO values, guidelines and procedures, as well as to internally developed policies and workflows; ensure compliance and implementation of COFCO Policies and procedures as per company guidelines;
• Performs any other duties required by direct manager, senior management and situation, related to business needs if case, relevant to the position

Requirements:

• University Education
• Previous experience in customer service/care/call centers and working with IT systems
• MS Office knowledge
• Excellent client orientation skills
• English speaker
• Positive and social person
• Strong in organization activities, following up and prioritizing tasks

Core competences:   

• Excellent client orientation, internal as well as 3rd parties
• Problem-solving skills: being able to evaluate customers’ inquiries to provide solutions adapted to their needs
• Communication skills: using clear and appropriate language when interacting with customers to resolve their issues
• Customer service skills: politely interact with customers and ensure their issues are properly addressed
• Performs timely operations, follows through to deliver results
• Promotes timely flow of information.

Integrity & Values     

• Is trustworthy, reliable, open, and honest. 
• Takes ownership of own decisions and actions – successes and mistakes. 
• Communicates and instils CIL culture and values.

Building relationships (internally- externally) 

• internally:  with the other members of Trade team, Contract Admin team, Execution team, Logistics team, Finance & Controlling team, support teams; colleagues from Romania, Hungary, Bulgaria, Serbia and HQ
• externally: company’s business partners (suppliers and clients)

Location of the role:

• The position is based in COFCO International Romania headquarters from Bucharest.
• Activity 100% fully in the office.

Type of contract:

• Temporary for 1 year