Customer Experience Specialist with Italian

Seniority Level:

#Talent

Brewing the world’s most loved beers and building brands consumers love, AB InBev is where ownership, ambition, and action thrive. Our portfolio of iconic brands includes global classics like Stella Artois and Corona, and well-known favorites such as Samson, Leffe, and Hoegaarden. We empower you to dream big, lead change, and create a long-lasting legacy. We value relentless problem-solvers who take accountability, embrace challenges, and turn bold goals into results through resilience and hard work.

Our TechBar Team in Prague provides IT support to over 10,000 colleagues across 9 countries in 5 languages.

The Purpose:

The Customer Experience (CX) Agent is the first point of contact for our external customers ON/OFF Trade and our internal stakeholders. He/She is responsible for customer relationship management, coordinating all requests and complaints, and is owner end-to-end of the order-to-delivery flow (O2D): from processing incoming orders to the creation of the delivery that is sent to our third party logistics provider. You will be responsible for a sales area either in on- or off-trade.

 

By following-up on open issues and the provision of first level solutions he/she is constantly increasing customer satisfaction. He/she is managing ticketing tool, providing regular update on it. He/she provide regular feedback of KPIs and SLA to the CX Manager.

 

At AB InBev, dreaming big is what we do. Brewing the world’s most loved beers, building iconic brands like Budweiser, Stella Artois, Corona and crafting meaningful moments are what inspire us.   

We’re a team of passionate owners who aren’t afraid to dream big because we know that together, we can achieve anything. To build a more sustainable, inclusive and rewarding future. Turning any challenge into an opportunity. So let’s take on the challenge together. Cheers to dreaming big!   

 

What will you be doing:

• Perform daily routines on order input and allocation, following up on OOS and managing returns
• Manage customer accounts and follow-up on open issues, notify customers proactively about relevant topics
• Creating and managing orders through corporate systems, including ERP and Salesforce.
• Solve incoming requests directly with customers for defined activities, for example perform requested order changes. Solve incoming tickets like, moving delivery dates, analyze ad-hoc requests balancing cost & benefit, provide proper information to management to be able to take a final decision
• Receive, check and manage incoming complaints from customers for order related issues. Pursue solution in accordance with third-party logistics provider, credit team and account managers
• Monitor and increase customer satisfaction by increasing service level offered and continuously identify opportunities for improvement of services
• Work with our third party logistics provider and manage delays, unloading slots and kegs returns
• Drive initiative of order automations and process improvements through robotics and macros. Follow operations excellence guidelines based on LCP requirements
• Ensure that all requests and inquiries are resolved within agreed KPIs and SL

 

What you'll bring:  

• Experience in managing customer relationships
• Knowledge of MS Excel (formulae, pivot)
• Knowledge of SAP is a plus
• Knowledge of Salesforce or other CRM platforms is a plus
• Good relationship skills (team-, sales- and customer-oriented)
• Good interpersonal and communication skills
• Problem solving behavior
• Time management and prioritization skills
• Good command of Italian and English (written and oral)

 

OWN IT

Ownership is at the foundation of everything we do.

We look for owners who are empowered to lead positive change and take accountability for their results. When we come together, we don’t let our titles define us; we push each other to find the best solutions for our business strategy.

DREAM BIG

We dream big because we believe that through collective focus, discipline, and the strength of our teams, we can achieve anything. We empower our owners to push the boundaries of what’s possible to deliver on our strategy and purpose.

We look for people with passion, curiosity, and ambition to make a difference and grow with our business.

MAKE IT HAPPEN

We know that our actions matter more than words. We walk the talk, for there is no such thing as "this is not my problem."

We value resilience and commitment to excellence when facing challenges. We look for people who know how to transform big dreams into measurable results and shared success through hard work, consistency, and long-term thinking.

#LI-ABI ZoneEUR