Customer Service Represent.
Michelin · Automotive
- Pune
- On-site
- Posted yesterday
- Apply by 29 Oct
- Customer Service & Support
About the job
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