Festo

About the job

. To increase Important customers satisfaction by ensure all the request from them is really taken care off. Also, will collaborate with other teams such as Care team and Commercial Excellence Manager.
. To look into process and find out the best solution and given the good services to Important customers.
. Handling also the task of guiding smart customers and not assigned customer into the future channels.

RESPONSIBILITY

Impact on Business
· Answering calls from all Customers
· Proactive plan to call back customers and inform progress pending issue
· Close & follow up of delivery date changes
· Finding the best channel to Inform customers about delivery delays for key account
· Liaising with another parties; LG/Finance
· Answers and takes care of general and technical (catalog level) questions
· Answering calls from Strategic Customers (Be back up)
· To perform any ad hoc assigned tasks from line manager form times to times
· Deal and guiding smart customers, not assigned customer into the future channels
· Supporting online Sales Customers

Innovation and Change
. Always looks for improvement of the current process. And collaborate with others team (Sales, Technical Sales, ...) to find out the best service to Important customers.
. Problem solving: Identify and define the issue, offer suitable solutions to Important customer according to the process.
. Continue to monitor the own improvement by having coaching and follow the development plan. In order to build up team's process knowledge, product & system knowledge as well.

Communication with internal and/or external Customers, Suppliers as well as Third Parties
. Good and clear Communication: Listens actively to internal/external customers and asks the right questions to understand their needs.
. Talented to plan and organize: Prioritizing work: Difference between important and less important individual tasks and acts accordingly.
. Problem-Solving and Flexibility: Effective problem-solving base on an agent’s ability to help more customers in less time.
. Communicate with internal teams such as Technical support, Sales, Logistic and others internal department, in order to give the best solution and service to Strategic customers.
. Will be main person to communicate with external customers (Important customers) in order to solve customers' inquiry and complaints. Also Proactively contact Strategic customers to update if any issue with the orders.