Customer Service Advisor
Il y a 2 mois
ASSISTANT(E) COMMERCIAL(E) ADMINISTRATION DES VENTES
Mission : la satisfaction client.
Rattaché(e) à une région, vous avez pour mission de venir en soutien des équipes commerciales terrain en B to B.
Vous assurez la gestion des demandes et des commandes de nos clients. Tout en tenant compte des contraintes internes (disponibilité produit, production, transport). Vous fournissez les informations et les instructions dans un délai imparti.
Responsabilités
- Vérifier les éléments sur les bons de commande des clients et la disponibilité des produits.
- Traiter et gérer les commandes. Saisie dans le CRM Salesforce puis l’ERP JD Edwards.
- Négocier avec notre service Planning aux Pays-Bas et en Grande-Bretagne, si besoin d’améliorer les dates de production
- Suivre et vérifier régulièrement le carnet de commandes avec les clients. Les réviser si nécessaire pour s’assurer que les informations soient à jour et les plus précises possibles afin d’être utilisées à des fins de production, de stockage et d'expédition.
- Envoi des Accusés de Réception et classement numérique
- Remettre des prix et des chiffrages précis en coopération avec les Chargés d’Affaires dans le but de réaliser la transaction et générer de futures opportunités de ventes.
- Gérer et résoudre toutes les demandes dans les délais les plus brefs : retard de production ou de livraisons, traitements des litiges, disponibilités stock, envoi de documentation : fiches techniques et certificats
- Etablir et maintenir de bonnes relations professionnelles avec tous nos interlocuteurs, externes et internes. Apporter un support efficace et professionnel.
- Répondre aux appels téléphoniques avec rapidité et aisance.
Connaissances, Compétences et Expérience
Essentiel
- Expérience minimum de 3 ans en support commercial et Administration de Vente dans un environnement Service Clients
- Participer activement à la satisfaction client
- Habitué(e) à travailler avec un CRM et un ERP
- Apprécie de travailler en équipe
- Proactif(ve) et autonome.
- Se sent à l’aise avec plusieurs dossiers en cours en même temps
- Capacité à gérer les données avec précision
- Communication efficace avec toutes les parties concernées.
- Aisance commerciale téléphonique.
- Disponible et à l’écoute.
- Être force de proposition.
- Savoir faire face à la pression (contrainte de temps et de délais)
- Bon niveau d'anglais pour échanger efficacement avec nos collègues européens. Par écrit et oralement
Souhaité
- Bac + 2
- Connaissance du CRM Salesforce et de l’ERP JD Edwards
- Expérience dans un environnement international
- Expérience dans une entreprise industrielle
Objectifs de Performance
- KPI (indicateur clé de performance) hebdomadaire et mensuel mesurant:
- Gestion carnet de commandes en cours
- Traitement des appels téléphoniques
- Utilisation CRM
- Corrections des commandes
- Contrôles Audit SOX
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