Customer Service Represent.

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MISSION : Is in charge of managing orders, monitoring execution and treating customers requests to meet service commitment and improve customer satisfaction

KEY EXPECTED ACHIEVEMENTS
Manage Order & delivery
. Captures, records and commits customer orders according to customer needs, agreement and defined service level
. Proposes product alternatives in case of phase-out or shortage
. If relevant, optimizes, plans and coordinates the delivery with customers and partners

Monitor Execution
. Handles customer orders portfolio and monitors execution
. Liaise with the relevant partners to ensure on-time deliveries and service commitment
. Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the customer
. Informs and follows up with customers

Manage Request
. Captures customer's requests & claims
. Analyses and provides issue resolution or appropriate answer
. Contacts, follows up and closes the loop with customer
. Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences.
. Shares recurring problems with the relevant internal partner(s) in order to find solutions

Support sales
. Seizes opportunity to up-sell and cross-sell in response to Customer orders, requests and portfolio management

Apply and improve work methods
. Applies standards and procedures (including internal control rules & embargo ….).
. Contributes to continuous improvement to enhance work methods and customer satisfaction