Main responsibilities are to provide internal and external customer support (e.g. technical, order assistance, payment-related assistance) and coordinate with relevant resources to have complete case ownership and to increase customer satisfaction.
Customer assistance - Ensures the resolution of customer issues (e.g. order, technical, payment) by coordinating with Sales, Operations, Supply Chain Management, and other internal and/or external teams. Coordinates resolution with After-Sales Service and/or Spare Parts teams.
Customer Requests - Recommends appropriate solution for customer requests, and coordinates with related teams to ensure the complete handling of the request (e.g. production capability and scheduling, resourcing, quotes, price lists, invoice) is in place.
Customer Relations - Proactively informs customers about issue status based on inputs, and clarifies any questions.
Ensures a positive customer experience throughout the entire process.
Data Analysis - Prepares and analyzes regular statistics (e.g. forecast) using available tools and collecting relevant information.
Targets - Tracks regular target performance and provides results to management.