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Customer Service Represent
hace 3 meses
REALISATIONS CLES ATTENDUES Gestion des commandes et livraisons - Capte, enregistre et traite les commandes des clients conformément à leurs besoins, leur contrat et niveau de service défini - Propose des alternatives produit en cas de retrait d'un produit ou de rupture de stock - Le cas échéant, optimise, planifie et coordonne les livraisons avec les clients et les partenaires Suivi de l'exécution - Gère le portefeuille des commandes client et assure le suivi de l'exécution - Assure la liaison avec les partenaires concernés pour garantir le respect des délais de livraison et de l'engagement de service - Prévient de manière proactive le client en cas de problème, de retard ou d'incapacité à honorer l'engagement de service, et recherche une solution pour le client - Informe et effectue un suivi auprès des clients Gestion des demandes - Capte les demandes et les réclamations des clients - Analyse et apporte une résolution ou une réponse appropriée aux problèmes - Contacte, effectue un suivi et tire le bilan (close-the-loop) avec le client - Réalise une première analyse des causes à l'origine du problème et met en œuvre les actions correctives appropriées pour éviter sa réapparition. - Partage les problèmes récurrents avec les partenaires internes concernés afin de trouver des solutions Soutien aux ventes - Saisit les opportunités de vente liées aux commandes, aux demandes et à la gestion du portefeuille client Application et amélioration des méthodes de travail - Applique les standards et les procédures (y compris les règles de contrôle interne, embargos, etc.). - Contribue à l'amélioration continue pour faire progresser les méthodes de travail et la satisfaction des clients
