Customer Service Agent

Country: Switzerland

Location: Lausanne

Function: Marketing & Sales

Level: Non-management

Grade: NM

Job Type: Permanent

Contractual Legal Entity: BAT Switzerland SA (CH10)

CUSTOMER SERVICE AGENT

British American Tobacco is a truly global organization. Our companies employ more than 53,000 people in a business spanning some 180 markets worldwide. In Switzerland, we employ more than 400 people in Lausanne and Boncourt.

At British American Tobacco everyone is different, yet with their own unique backgrounds, interests and skills. Combining those differences helps us to do amazing things and that’s what makes life interesting. For our business unit in Lausanne, we are looking for a Customer Service Agent

As Customer Service Agent, you are part of the Customer Management Team and are ensuring the on time in full availability of the right portfolio at Field Force level (Retail and HoReCa). In this position, you will work in the front line, and are key influencing factor in success of our sales

MAIN ACCOUNTABILITIES:
Manage orders processing in SAP for all Customers and Field Force, i.e. Retail and Horeca (Stock replenishment, cash sales, etc.)

Follow-up on order schedules and contacts with CRM administrator to investigate delays or no-shows.

Provide information to Customers and Field Force on product changes, new prices and promotions.

Run product availability checks and maintain up to date the portfolio file for Customers and Field Force orders.

Assist Customer Service Manager or any stakeholders (e.g. Marketing finance) by solving Boot stock SAP issues

Ensure and maintain effective information flow with key stakeholder (e.g. Factory, Supply Chain, Field force incl. Managers)

Follow up on returns from Customers and Field Force, in collaboration with the production site

PROFILE:
Swiss CFC certification or equivalent

Fluent in (Swiss-) German and French

Very good level of English, knowledge of Italian is a plus

IT literacy: MS office and specifically SAP and Excel

Excellence in execution and high service orientation

Excellent communicator with all stakeholders and team player

2 years’ experience in Trade marketing customer service is an asset

If you have talent and motivation to help us succeed you will find we are equally committed to helping you reach your full potential to start of a rewarding career path at BAT.

British American Tobacco is one of the world’s leading multinational companies, with brands sold in over 200 markets, made in 44 factories in 42 countries.

We are proud that we are consistently among the top 5 companies on the London Stock Exchange.

Our portfolio includes our world-famous Global Drive Brands – Dunhill, Kent, Lucky Strike, Pall Mall and Rothmans – along with many other leading international brands, such as Vogue, Peter Stuyvesant and State Express 555.

Alongside our traditional tobacco business, we are also developing products that offer consumers potentially less risky alternatives to regular cigarettes. Our Next Generation Products are already leading the way in the Industry of vapour and tobacco heating devices. We continue to develop a solid portfolio of consumer solutions which already include well known global brands like Vype, glo and Voke.