Work Flexibility: Remote
What You Will DoManages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
Analyzes operational processes escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and add value to the customer/clients.
Conducting onboarding sessions for new clients and team members and Support CS team with order entry tracking and processing whenever is needed
Liaises between customers and manufacturing sales field service order processing and accounting to resolve status production delivery and billing inquiries.
Develops and manages return materials authorization (RMA) processes for ensuring customer returns exchanges service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.
Ensure compliance with legal regulatory and company standards and complete commercial report performance (projection) and KPIs to senior management.
Analyze pricing profitability and customer data to inform decision-making.
Coordinate and ensure fulfillment of tender obligations: coordinate with internal teams to gather information process orders ensuring compliance with tender requirements and collaborating with legal and finance departments .
Serve as the primary point of contact for Escalations for Order delivery improvement reviews warranty claims.
Participates in initiatives related to termination process and integration of new ICs.
Assist during Divisional BSI and internal audits by collecting requested documents and forwarding them to the Intl CS Manager.
Graduate degree in a Business or Logistics discipline(s) or relevant field.
Experience in Oracle SAP and CS processes
Excellent knowledge of English
Minimum 6 years of similar experience
Required Experience:
Manager
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