Customer Service Representative

Customer Service Representative- - - - - - - - - - - -

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