Division CS & SAV Coordinator

Valeo; Saint-Denis; Sur place; EUR 30 000 - 50 000; Plein temps

Résumé du poste

Ein etabliertes Unternehmen in der Automobilindustrie sucht einen engagierten Customer Service Coordinator. In dieser Rolle sind Sie der Hauptansprechpartner für Kunden und gewährleisten einen erstklassigen Service. Sie werden Kundenanfragen bearbeiten, Bestellungen verwalten und eng mit verschiedenen Abteilungen zusammenarbeiten, um eine nahtlose Auftragsabwicklung zu gewährleisten. Ihre Fähigkeiten im Kundenservice und Ihre Erfahrung mit CRM- und ERP-Systemen sind entscheidend, um die Kundenzufriedenheit zu maximieren und zur kontinuierlichen Verbesserung der Prozesse beizutragen. Wenn Sie eine Leidenschaft für Kundenbetreuung haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Erfahrung im Kundenservice und in der Bearbeitung von Kundenanfragen.
• Kenntnisse in CRM- und ERP-Systemen sind von Vorteil.

Responsabilités

• Hauptansprechpartner für Kundenanfragen und -beschwerden.
• Verwaltung von Bestellungen und Lieferungen im SAP-System.
• Sicherstellung der Kundenzufriedenheit durch proaktive Maßnahmen.

Connaissances

Kundenservice

SAP

CRM-Management

Kommunikationsfähigkeiten

Prozessverbesserung

Formation

Bachelorabschluss oder gleichwertige Erfahrung

Outils

valeocare4u

SAP

ERP-Systeme

Description du poste

Customer Service Coordinator

Reporting directly to the Customer Service and Aftersales Manager, the future Customer Service Coordinator will:

• Serve as the main customer contact for all operational aspects (excluding sales negotiations), aiming to deliver best-in-class service for directly managed customers.
• Handle customer calls to provide excellent service, minimizing lost calls and wait times, while maintaining a professional, friendly, and helpful demeanor.
• Receive and process customer claims and questions using VS standard tools (valeocare4u), assign issues to appropriate departments, follow up until resolution, and communicate with customers. Utilize VS quality tools (QRQC, LLC) as needed, and keep customers informed about their requests.
• Ensure customer satisfaction through proactive actions and key account follow-up.
• Update VS CRM (valeocare4u) to maintain complete traceability of customer interactions, including contacts, call activities, claims, and account creation.
• Apply market-specific processes as defined.
• Handle sales administration operations, including creating customer accounts in VS CRM and ERP, entering orders and quotations accurately and efficiently, and ensuring compliance with sales conditions and legal requirements.
• Manage order processing in VS system: stock allocation, exceptional order management, delivery follow-up, invoicing, and liaising with other departments to ensure seamless order fulfillment from data entry to receipt at customer premises. Record lost sales and process order cancellations per VSA standards.
• Organize and verify shipping operations, prepare documentation, inform freight forwarders, and facilitate delivery appointments.
• Process customer returns and keep customers informed, managing return procedures in SAP / VS CRM.
• Handle customer orders, credit memos, and debit memos.
• Coordinate flow management and customer requests with other VS divisions.
• Maintain and update customer databases in SAP and valeocare4u.
• Follow sales data and implement actions to meet division targets.
• Archive sales administration documents regularly.
• Support the sales team with information related to customer accounts, back orders, and feedback.
• Participate in process improvements and ensure smooth information flow across departments.
• Manage customer service activities for customers supported by other teams.
• Promote electronic services like EDI and web portals to enhance service quality.
• Support logistics initiatives such as direct delivery and custom packing instructions.
• Engage in improvement projects and QRQC activities within the division and plant.
• Coordinate with departments involved in customer operations to ensure excellent service levels, including logistics, warehouse, finance, and sales.
• Maintain knowledge of sales administration SAP operations and support system process improvements.
• Manage Level 1 technical incidents, advise customers on simple issues, and collaborate with the technical hotline to identify default issues manageable at this level.
• Participate in formalizing incident communication strategies and coordinate tool evolutions (V4U, Diag, App, etc.).
• Work as a partner with the Technical Hotliner Coordinator and lead the CS & SAV network activities.
• Coordinate communication platforms for the network, identify gaps, and propose evolutions.