CUSTOMER CARE

Customer Care ensures customer satisfaction, loyalty and trust by coordinating all operational interactions between the customer and the company. It guarantees the prompt, accurate and proactive handling of enquiries, whilst ensuring that commitments regarding quality, turnaround times and service are met. Acting as a key link between the customer and the various internal departments (sales, production, logistics, finance, quality and after-sales service), Customer Care contributes directly to commercial performance, customer loyalty and the company’s reputation.

• manage orders from receipt through to delivery

• proactively keep customers informed of the progress of their orders

• coordinate with the various internal departments to meet commitments

• handle complaints and provide swift and effective solutions

• monitor deliveries, delays and disputes

• ensure the quality of customer data (prices, terms and conditions, product codes, etc.)

• measure and improve customer satisfaction

• identify areas for improvement in internal processes

• contribute to customer retention and revenue growth through a high standard of service

• place the customer at the heart of operational decisions

• deliver an impeccable customer experience

• reduce processing times and errors

• improve service levels (OTIF, on-time performance, availability)

• strengthen customer loyalty and trust

• support the sales teams so that they can focus on developing sales

A Customer Care Manager must possess:

• a strong customer focus

• excellent communication skills

• a high level of organisational rigour

• analytical and problem-solving skills

• the ability to manage priorities and deal with emergencies

• cross-functional coordination skills

• a good command of ERP, CRM and management tools

• full-time job

• support and backing of a successful international business

• motivating performance-related remuneration

• professional growth and training

• mobile phone, laptop, and other benefits