Magdalena Kicka

1. Complaint investigation

· Gather, validate and understand all elements necessary to investigate complaint

· Identify preliminary root cause and responsible department

· Delegate root cause analysis to preliminary responsible department

· Follow up timely feedback from responsible department

· Perform detailed root cause analyses for customer care related complaints

· Based on feedback from responsible department, formulate response to customers

· Monitor timely feedback to customer

· Align content customer feedback with customer care agent and sales

2. Reverse logistics

· Initiate goods return process

· Agree pick up date with logistics department

· Follow up inspection of goods as of return to the warehouse

· Follow up timely answers and pickup

· Inform customer care agent on status return

3. Financial corrections/compensation

· Initiate credit and debit notes in line with conclusions of complaint investigation

· Initiate credit notes following accommodation request

· Initiate debit notes for waiting times, sample request, miscellaneous invoicing requests, …

· Monitor the e-invoicing process

4. Complaint follow up

· Follow up if the customer feels his complaint is being addressed

5. Continuous improvement

· Follow up continuous improvement initiatives to prevent reoccurrence of complaints

- order management in SAP, invoicing, ensuring timely delivery.
- responsibility for completing of transport, export and customs documents.
- handling complaints, returns and answering customers queries.
- close cooperation with company entities located abroad.
- offers preparation and handling offer inquiries.

- participation in migration of 2 processes - payment processing, invoice processing
- SOP
- booking invoices, daily contact with customers ( Italian, French &English)

czerwiec 2013
Transition from Clariant Shared Services in Switzerland, preparing of SOP
01.07.2013
- migration AP processing
- booking of invoices (PO & non PO)
- daily contact with clients and vendors by phone and email ( Italian and English)
- reporting
- continous improvement

Rio Tinto Accounts Payable


- booking of invoices (PO /non PO -SAP, FMFI),
- legal&fiscal check of invoices
- rejecting of invoices
- daily contact with french vendors
- payement proposal verification
- control of downpayments
- reporting
- cooperation with Service Deskiem, Vendor Master Data, Cash Management
- training for newcomers
- SOP