To optimize service level and ensure regulatory compliance for all products before shipment
Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
Partner with Credit Manager to identify any credit risks and to implement corrective actions.
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Attend to customer enquiries for spare parts, service requirements, technical support and related service requests in a timely and professional manner.
Understand customer requirements and coordinate internally to obtain the necessary technical and commercial information.
Maintain clear and proactive communication with customers throughout the enquiry and order process.
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Attend to customer enquiries for spare parts, service requirements, technical support and related service requests in a timely and professional manner.
Understand customer requirements and coordinate internally to obtain the necessary technical and commercial information.
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Familiarity with foreign trade practices and customer service procedures.Strong sense of responsibility, customer orientation, and attention to detail.
Ability to manage routine operations independently and escalate issues appropriately
To optimize service level and ensure regulatory compliance for all products before shipment
Collaborate closely with Physical Distribution and Transport teams to coordinate order scheduling and transport capacity planning, ensuring timely delivery and optimal logistics execution
Partner with Credit Manager to identify any credit risks and to implement corrective actions.
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Drive growth by representing Q&FS during customer projects, innovation initiatives and technical discussions in close cooperation with Commercial, R&D, and regulatory teams.
Technical expertise, complaint and issue management
Oversee the handling of complaints and quality issues for assigned accounts, ensuring timely resolution and clear, meaningful feedback.
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Conduct weekly meeting with frontline and workshop staff on their current performance, provide coaching and deliver important information.
Attend to customer requirement and assist to resolve complaints.
Responsible for effective utilisation of DMS system to monitor and control Work-In-Progress, Back Orders, Follow-Up, Appointments and Service Reminders
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Oversee the handling of complaints and quality issues for assigned accounts, ensuring timely resolution and clear, meaningful feedback.
Work closely with local quality teams supporting root cause analyses and effective resolution of complex quality matters by providing product, process and customer knowledge.
Be a key-player in cross-functional issue management, by bringing the customer perspective, ensuring aligned, timely and appropriate communication with the customer.
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Handles troubleshooting for customers and carries out root cause analysis, and liaises with GCS to manage technical issues when required.
Responsible for ensuring (together with the Regulatory and Product team) that customer is informed of safety/ quality issues and technical updates via Customer Notification timely.
Collaborate closely with stakeholders, gaining a deep understanding of their needs and identifying shared purpose in order to create fruitful partnerships.
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Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.
Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
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