ChB Customer Solutions & Operations (Xico)

CH O2B Customer Solutions & Operations

Responsibilities

• Acts as the first point of contact to manage escalations and exceptions from both local and service provider where policies cannot be applied, including but not limited to conflicts in commercial terms, order related inquiries, allocations, resolutions for blocked or incomplete orders, claims and complaints.
• Ensures accurate and fast customer order and CATI processing which require special exceptional handling or attention outside the O2C service provider or require a local presence such as coordination / paper‑based tasks.
• Handles location specific process complexity for example governmental/ legal requirements, health insurance invoicing etc.
• Maintains close coordination with local SCM teams to identify and resolve any order management related issues.
• Actively engages with key customers and business partners through regular dialogue (e.g., S&OP meetings) to develop...