Customer Service Represent.
Michelin · Pune
Customer Service Represent.- - - - - - - - - - - -
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