Gestionnaire ADV - Customer Support Representative FR

Do you enjoy working with customers, solving problems, and keeping things running smoothly behind the scenes? We’re looking for a Customer Support Representative who is passionate about delivering excellent service and creating great customer experience every day.

The Customer Support Representative is striving for excellent customer satisfaction. This role is the first point of contact for our customers, handling the order-to-invoice cycle, and answers all incoming inquiries including customer complaints. Ensure a successful service by partnering up and coordinating with internal departments.

• Perform order fulfilment activities in compliance with services levels according to the customer segmentation (Operational Service Packages) of assigned customers
• Handle daily activities and communication in the order to invoice cycle, including digital and manual order processing, backorder management.

· Monitor SAP order to fulfillment pipeline (blocked/open orders) on a daily basis

· Handle and follow up on customer claims including creation of credit/debit notes, returns and replacements, and other tasks ad hoc tasks

• Process general customer inquiries via phone and e-mail regarding company, products, prices, and delivery fulfillment
• Maintain information on customer platforms (for order to invoice) when required
• Collect, document and lead internal optimization activities to improve customer scorecards and ensure customer excellence
• Collaborate with cross-functional teams, including supply chain, and finance, to ensure smooth order processing and timely delivery
• Actively generate and implement ideas for internal process optimization and towards the customers (First Time Right Methodology)
• Constantly adopt the change in new processes, new tools, new ways of working overall with AI roll out.
• Constantly analyse and support efficiency optimization to improve KPIs.

Scope: Local