Gestionnaire Rélations Clients back-office

**Gestionnaire Rélations Clients_Back-office réclamations**: **POSITION SNAPSHOT**: - JobReq ID: 50674- Type of work: Hybrid- Type of contract: Open-ended/permanent- Full/Part Time: Full time- Location: RUNGIS, France**OUR COMPANY**: Bridgestone in Europe, CIS, Middle East, India and Africa (BSEMIA), headquartered in Zaventem (Belgium), is a subsidiary of Bridgestone Corporation, a global leader providing sustainable mobility and advanced solutions. In addition to our premium tire products, we offer a growing portfolio of tire-centric and mobility solutions. Together with our partners and guided by "Serving Society with Superior Quality”, that has been our mission since Shojiro Ishibashi founded Bridgestone in 1931, we are working to accelerate sustainable mobility innovations and solutions. Through innovative technology, we are committed to easier, safer, smoother and seamless mobility for our society and customers improving how people move, live, work and play. Bridgestone also benefits from a significant retail network throughout the region - in fact our retail presence in the EMIA region is the largest in the tire industry. Through 17 distinct retail partners, we have around 3,500 outlets across Europe, the Middle East and Africa as well as around 2,500 outlets through our partner network in India. This network offers a selection of services, concepts and mobility solutions. At Bridgestone we pride ourselves on the strong relationships we maintain with everyday drivers and this extensive retail network is one of the core reasons why. In line with the “Bridgestone Essence”, our work environment is based on integrity and teamwork, where everyone can learn from each other and contribute with their own ideas in achieving the coming goals. We want to hear from people who can take the challenge, unleash their creative potential and contribute to the company success demonstrating ownership, courage and agility. We want you to develop your skills, expand your knowledge and be proud of your work. : Le **Gestionnaire Relations Clients Reclamations** a pour objectif le traitement rapide et efficace de la demande client (processus E2E) avec suivi/analyse du portefeuille réclamations. Tout en développant l’image de Bridgestone France auprès des clients. En sa qualité de Gestionnaire Relations Clients Reclamations, le titulaire du poste aura pour missions: **1) **LA GESTION DES APPELS ET DES DOSSIERS** - Enregistrer la demande client (commande, réclamation, envoi barèmes, claims techniques, avis de souffrance, ) dans le logiciel (SAP) quel que soit le support (téléphone, mail, fax), - Réceptionner les appels entrants sur la ligne réclamations et être en support sur les autres lignes si besoin, - Contribuer à l'amélioration des processus dans le but d'optimiser nos indicateurs, - Adapter son comportement aux besoins et à l'organisation du service, - Communiquer et partager sur les dossiers, - Etre le relais d’informations aux interlocuteurs concernés (clients / transporteurs/ Plates-formes / commerce,), - Gérer / analyser au quotidien le portefeuille des réclamation selon la procédure mise en place, - Apporter au client une réponse claire et précise tout en ayant le souci constant de réduire le temps de traitement. **2) **LA QUALITE DE SERVICE ET LA COMMUNICATION** - Etre support pour les demandes internes et externes (Clients / LSCM / Commerciaux / Transporteurs / Plates-formes / Services supports, ), - S’impliquer et être une force de proposition au quotidien, - Identifier les points d’amélioration et les dysfonctionnements, proposer des contre-mesures au responsable hiérarchique. **Profil**: - Forte capaicité d'analyse - Être force de proposition, - Très bon contact téléphonique, - Bonne élocution, - Ponctualité et assiduité, - Sens du commerce et de la relation clients, - Rigueur et ténacité, - Dynamique, disponible et réactif, - Bonne aisance relationnelle et adaptabilité. - Maitrise des outils informatiques (Word, Excel, SAP...) **MORE INFORMATION**: **We are looking forward to hearing from you** **DISCLAIMER**: Diversity and inclusion are a central part of Bridgestone EMIA’s values at the highest level. This is key for our people to show a passion for excellence for improving society connected to the world in which we live. Our commitment to diversity, is linked to our founders mission of ‘Serving Society with Superior Quality’, which is essential in shaping and creating the organization, serving all people, respectfully, connected to our business. We recognize that everyone is different and that attracting, developing and retaining our employees will create a sustainable working environment which is essential to our success. This means that all job applicants and members of staff will receive equal treatment and that we will not discriminate in particular on grounds of gender, marital status, race, ethnic origin, color, nationality, nation