Delivery Monitoring & Service Claims Coordinator

Delivery Monitoring & Service Claims Coordinator (M/F) 

Tork is a brand of the Essity Group, which offers hygiene products to professionals through generalist or specialized (B2B) distributors: from restaurants to healthcare establishments, including offices, schools and industries. 

Among other things, we sell dispensers, hand towels, toilet paper, soaps, napkins, wiping paper reels and non-woven cleaning cloths. 

Tork is a committed partner in more than 110 countries, driving innovation for more than half a century. Sustainable development and digitalization are at the heart of our strategy, which is why we have also developed two innovative and pioneering services: a hand towel recycling service that helps limit the carbon footprint of customers, Tork PaperCircle® and a data-driven cleaning service, Tork Vision Cleaning®. 

Thanks to its expertise in hygiene and its functional range, Tork has become a leader in the professional hygiene market. 

About the Role 

Following the evolution of our employees within the company, we are offering Delivery Monitoring & Service Claims Coordinator position within the France Tork Delivery Monitoring & Service Team in our Saint-Ouen office. 

You want to join a dynamic, structuring team with a key role in the company?  Let's talk! 

What You Will Do 

• Responsible for communicating with internal stakeholders (supply chain, Customer Facing, warehouse, haulier) to treat any issue impacting the customer

• Collaborates with the Supply Service to align on actions to mitigate risks and customer impact

• Coordinates with Customer Facing and Supply Service any customer request that may have impact on warehousing or transportation 

• Proactively communicate with Customer Facing when a contact with the Customer is required

• Manages returns delivery

• Receive and manage all customer claims related to service

• Analyzes service claims and coordinates with other organization units to solve them.

• Execute resolution of service claims according to analysis

• Executes the automatic communication to customer in case of approval and escalates to Customer Facing for invalid claims

• Attach all relevant information regarding the resolution (invoice, POD…) and create Quality Notification with Basic Data

• Fill in C4 Case fields with all details provided by Customer (e.g. Case categorization, delivery / order impacted…)

Who You Are 

• Knowledge in Logistics operations & claims resolution, especially in Customer Service and Customer Logistics

• Commercial oriented

• Strong administrative skills, ability to manage multiple tasks simultaneously

• Ability to work with cross functional teams

• Strong conflict resolution and solution orientation

• Customer-focused; customer service skills Written and oral communication skills

• You are Fluent in French and English 

• You are motivated, proactive and enthusiastic

What we can offer: 

• 2 days of home office per week for eligible employees and a daily allowance and a comfort allowance to adapt their home. 

• Subsidized company restaurant. 

• Participation and profit-sharing bonuses. 

• 60% reimbursement of the transport card or a mileage allowance. 

Application End Date:

Job Requisition ID:

Essity269846