Ejecutivo de Servicio Al Cliente - Eloy Alfaro, Ecuador - Skretting
Descripción
Sales and Sales Support- Supports and initiates followup actions by contacting customers (first and second line) and inform them about products in order to contribute to the
- (Re)negotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, in
order to continue the relationships with customers meeting volume, quality and price requirements.
- Order processing and data management
- Handles incoming orders, in order to realize a timely and proper delivery of orders to customers. This includes monitoring, replenishing and entering order
delivery of relevant information to the administration, purchasing and forwarding
- Updates product data in the relevant systems, giving an uptodate insight in products, prices and other relevant information, including processing of price
- Customer relationship management
- Manages records and handles all customer requests and incoming orders in line with company policies and procedures, in order to effectively and timely deal
- Registers, administers and updates all customer information, contracts, requests, order data, complaints and/or signals in the relevant systems in order to
processed correctly
- Customer satisfaction
- Logs and resolves all customer problems/requests within prescribed timescales to maintain customer confidence, if possible by actively solving problems /
- Provides support to customers on the most common standard problems, questions, complaints, etc., so that they are resolved and customers be appeased.
problem description, according to procedures; escalate complex problems / complaints
- Monitors progress of delegated or escalated problems / complaints and keeps the customer informed about the status of reporting, administrative
- Continuous improvement
- Signals bottlenecks in (work) processes, procedures and/or systems and contribute to the change / optimization of the department.
- Communication / coordination
- Communicates with clients and informing them about solutions to problems / complaints. Explains options on alternative products. Informs managers on
- May plan, coordinate and supervise activities of the Customers Services team, taking into account applicable guidelines and procedure, in order to plan and
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