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Issy-les-Moulineaux, Île-de-France Accor Temps plein{"h1": "Telephone Operator Job Description", "p": "At MGallery Nairobi Gigiri, we are seeking a skilled Telephone Operator to join our team. As a key member of our front desk staff, you will be responsible for providing exceptional customer service to our guests, handling incoming calls, and ensuring a smooth and efficient experience for all.", "ul": [{"li":...
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Customer Service Representative
Il y a 4 mois
**OBJECTIF PRINCIPAL DU POSTE**
- Fournir en interne et en externe le meilleur service possible en matière de gestion des commandes, demandes de prix et de facturation, demandes de services et réclamations clients.
- Se conformer aux procédures internes (Système Qualité de la Société) et à la législation applicable.
- Gérer toutes les activités quotidiennes du Service Client de façon autonome et indépendante.
**MISSIONS ET RESPONSABILITES PRINCIPALES**
Tâches de Front Office:
- Réceptionner et enregistrer les demandes téléphoniques de tous les clients
- Prendre en charge les réclamations clients et mener les investigations
- Suivre les écarts de prix avec le Responsable du Service Client/le Service des Marchés/le Responsable de Division/le Responsable des ventes
- Editer les notes de crédit pour les retours et les réclamations dans les délais et consignes imposés par la procédure officielle dont le flux d’approbation et l’enregistrement/archivage des documents
- Editer les notes de crédit pour les cross-charge, rabais et corrections de prix, dans le respect des délais des procédures internes
- Etre en contact quotidien avec les sociétés de transport, pour les enlèvements réguliers et les plannings de livraison, les investigations sur les réclamations et le suivi des urgences
- Organiser les retours
- Créer des PER et les suivre en collaboration avec la force de vente
- Prendre en charge les PER en accord avec les directives qualité
Tâches de Back Office:
- Assurer le suivi des commandes par le traitement des listes d’exception (blocages divers)
- Suivre les procédures relatives à la réception, à la vérification et à la création des commandes/édition des factures
- Editer les documents nécessaires, tels que bons de livraison, factures proforma et notes de crédit
- Assurer toute la facturation dans les temps impartis et de façon précise, y compris la facturation éléctronique
- Contrôler quotidiennement les factures éditées par le système, vérifier que toutes les commandes aient bien été facturées
- Suivre les backorders (rupture de stock)
- Organiser la Mise à jour des données système Master Data Maintenance (clients, produits, prix) avec les personnes habilitées
- Participer activement aux recherche de tracabilité des produits si nécessaire
- Assister les départements qualité et vente dans l’implémentation des FSCA (Field Safety Corrective Action)
Activités générales:
- Suivre les inventaires des dépôts et des stocks (organisation, réconciliation et suivi)
- Aider à la formation des nouveaux Chargés de clientèle sur les activités du service clients
- Respecter toutes les règles listées dans le code de conduite de la Société, the Health Care Professionals and the Stand & Deliver Policies
- Etre le contact de certains fournisseurs approuvés/ connaître les termes des contrats et tenir l’entreprise informée, être responsable de la mise à jour de la liste des fournisseurs approuvés (si applicable)
Gestion de stock:
- Produire des rapports sur les stocks et les produits en dépôt à date de péremption courte et alerter régulièrement la force de vente et les Responsable locaux
Activités du magasin local:
- Etre responsable de toutes les activités du magasin local
- Emballer et expédier les produits depuis le magasin local si nécessaire
- Réceptionner les retours de produits et mettre à jour le système si nécessaire
- Répondre aux demandes de stock
- Suivre les sorties de stock
- Utiliser la méthode FEFO sur les produits afin de minimiser l’obsolescence
**QUALIFICATION & COMPETENCES**
- Diplôme de l’enseignement Supérieur
- Expérience précédente du Service Clients
- Bon niveau d’anglais, écrit et parlé
- Connaissance de Microsoft Office
- Connaissance d’un ERP (SAP, Oracle )
- Esprit d’équipe
- Orientation clients et services
- Bonnes capacités d’organisation
- Bonnes compétences en communication pour les contacts en interne et en externe, bonne aptitude à travailler dans un environnement avec des échéances imposées
- Intégrité
- Sens de l’initiative et adaptabilité à une organisation évolutive
- Sensibilité produits
