Customer Service Coordinator

Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized as one of the largest global innovative companies.

**Directly reporting to the Customer Service Manager and in complete coordination with the sales representative the customer coordinator**:
**Is the main Customer contact on all operational aspects (except sales negotiation) and aims at providing a best in class service.**
- Handles Customer calls so as to provide a best in class service (no loss calls, waiting time close to 0, professional, friendly and helpful manners etc.)
- Receives and processes Customer claims and questions in VS standard tools (valeocare4u), assigns them to the adequate department if need be, follows the customer issue until resolution and answers to the customer. The customer coordinator will use VS quality tools to handle customer issues, each time necessary (QRQC). Keeps the customer up-dated on the progress of his demand/issue.
- Ensures customer satisfaction through proactive actions and key account follow up
- Up dates VS CRM (valeocare4u) so as to ensure complete trackability of the customer relationship (contact up date, call activity, claims, etc..)

**Is responsible for Sales Administration operations and process**
- After analysis of order compliance with VS sales conditions (incoterm, payment terms, compliance with national and applicable international laws,...), of the required delivery date, ensures perfect integration of the order in the division IT system (ERP)
- Follows order processing in VS system : stock allocation, outbound delivery creation, invoicing, direct delivery and liaise with other department so as to ensure perfect management of the customer order from data entry to receipt in the customer premises. Records lost sales. Processes order cancelation in cooperation with concerned departments (procurement, local logistics, etc...)
- Organises and/or checks shipping operations (set up proper documentation, inform freight forwarder, etc..) according to customer requests and legal constraints.
- Process customer returns in line with division service offer, in SAP, keeps customer informed and follows return treatment.
- Maintains up dated customer data base (accounts data in SAP, contact data in valeocare4u).
- Follows up sales data and implement all necessary actions to reach division target (budget, quality, etc..)
- Archives regularly all Sales Administration Document.
- Support Sales force by providing them all necessary information related to customer account, back orders, customer feedback etc..

**Participates actively to process improvements and liaise with other departments to allow smooth information flow and high standard services**
- Promotes and supports implementation of electronic services at customer side to improve quality of service (TecCom, TecWarranty, Techinvoice, DesAdv, etc...).
- Promotes and supports implementation of logistic services towards the customer: direct delivery, order book analysis, specific packing instructions etc...
- Actively participates to the division line and plant QRQC
- Liaise with the different departments concerned by Customer related operations in order to ensure a smooth communication flow and best in class service ( Logistic department, warehouse, finance department, sales, etc...)
- Maintain a good knowledge of sales administration SAP operations and support implementation of process improvements in the system.

**Job**:
Customer Service Contact
**Organization**:
VS Customer Service Manager
**Schedule**:
Full time
**Employee Status**:
Fixed Term (Fixed Term)

**Job Type**:
Fixed term - certain term
**Job Posting Date**:
2025-03-07
- Join Us _
- Being part of our team, you will join: _
- _one of the largest global innovative companies, with more than 20,000 engineers working in Research & Development _
- _a multi-cultural environment that values diversity and international collaboration _
- _more than 100,000 colleagues in 31 countries... which make a lot of opportunity for career growth _
- _a business highly committed to limiting the environmental impact if its activities and ranked by Corporate Knights as the number one company in the automotive sector in terms of sustainable development _