Mitarbeiter*in im Kundenservice Innendienst in Duisburg bei Michelin

Mitarbeiter*in im Kundenservice Innendienst (m/w/d) in Duisburg bei Michelin

Michelin

Mitarbeiter*in im Kundenservice Innendienst (m/w/d)

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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