JOB DESCRIPTION
Guarantee a positive customer experience and ensure quick and reliable processing of Customers quotes, Technical quotes & technical expertise, Price changes implementation. Manage speedy and knowledgeable responses to assist customer at any stage of his request and pro-actively solve any problems.
Ensure efficient collaboration with technical support and outside sales managing speedy and knowledgeable responses that solve Customers problems from technical inquiries to quotations. Apply Company policies.
Your role responsibilities will include, but not be limited to, the following:
Ensure the consistent and effective provision of services / information to the customer base including (but not only) Quotations, Technical quotes, Technical support, Pricing contracts, Pricing changes and Price change delivery, problem solving and other services across all media (Telephone, mail, etc.).
Provide / check all information and guarantee their accuracy for efficient Inside sales activities and ensure requests are acknowledged/responded in the agreed lead time
Become proficient in using the BU Systems and tools defined for creating/maintaining and reporting Quotations & requests.
Ensure the contract review, the price policy (SOCX), ITC, record retention policy are applied with no exception and report to your management when discrepancies identified.
Provide a weekly follow up on quotations and take actions to anticipate issues / satisfy the request of the customer (within the companies’ commitment). This can involve requesting for technical support, consider offering alternatives &additional accessories, collaborate with Outside sales to maintain customer prices agreements and price changes, report lost/won orders rate following quotations.
Act pro-actively: Inform customers about potential delays or issues related to the request.
Check feasibility of customer request in terms of lead times, certificates and documents required
Develop a “Commercial” attitude: Generate leads for sales force through active listening and probing for customer requirements and opportunities. Offer additional products to customer when/if possible.
Ensure communication with his/her management line is clear and focused, with Customer always represented fairly and accurately.
Apply relevant customer service procedures and processes in the respect of the Quality Management System and in accordance with ASCO Policies en standards.
Maintain accurate data at all stages from customer items, prices and any other which may be needed to run the business
Escalate errors or mistakes as soon as identified, put the situation right and propose correctives actions.
Replace other team members when necessary to maintain the level of service / Offer assistance to any team member when necessary. Contribute to back up and organisation specific for critical business processes.
Contribute to continuous improvement: Share issues and propose corrective and preventative actions followed in actions plans held by the Team Leader, thereby ensuring the level of customer service required.
Ensure Health and safety compliance as per standards under local law
Develop wide market knowledge and ensure a keen awareness of ASCO products portfolio offering.
Any additional task which might be needed by the business.
What do I need to be considered for this role?
Bachelor degree in Technical or Engineering domains.
Minimum three (3) years progressive industry experience in a similar role
Attention to details, perfectionist, proactivity, Cooperative, willingness to interact, team player
Ability to work under time pressure and multi-tasking
Strong analytical skills and ability to solve problem
Excellent Customer sense
Good knowledge and demonstrated technical skills
Excellent verbal and written communication skills in English.
Direct and interactive computer skills and electronic business interfaces: outlook, e-mail, Microsoft Office, extranet/intranet…
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