After-sales Coordinator - Villebon-sur-Yvette, France - Eddyfi Technologies
Description
JOB TITLE:
After-Sales Coordinator (Europe region)
REPORTS TO:
Director, Customer Service
DIVISION:
Eddyfi Technologies, France
POSITION OVERVIEW
The incumbent of this position is responsible for monitoring and enforcing the Eddyfi Technologies after-sales internal processes, maximizing customer service and support within the Europe region.
It's an exciting role in a growing after-sales & customer experience team, with opportunities to implement change in a global organization.
This person will be managing internal systems and urgency requirements related to customer cases and Return Merchandize Authorization's (RMA's) regionally.
RESPONSIBILITIES
- Monitoring of the case management process and system regionally, including regular interaction with support and service personnel to ensure customer urgency is a priority.
- Authorization of escalation & priority levels for customer cases regionally.
- Managing data input for customer cases, maximizing integrity and consistency for continuous improvement.
- Implementation, monitoring and enforcing of the Return Merchandize Authorization (RMA) process at all service center locations regionally, including documentation management.
- Work in collaboration with the global aftersales team to ensure standardization of services across all locations, and continuous improvement of processes and tools to maximize customer experience.
- Communicating with customers that have purchased Hardware Maintenance Plans, including calibration and service annual reminders.
REQUIREMENTS:
years of relevant experience in a customer focussed role.
- College level education is required.
- Experience of working with processes in a tech company.
- Experience using Salesforce or other customer relationship management tool would be advantageous.
WHAT WE'RE LOOKING FOR
- Advanced English & French languages required (basic Spanish, Portuguese or Chinese is an asset).
- Strong personality with ability to find solutions under pressure.
- Selforganized.
- Proactive and customeroriented.
- Strong team focus with good communication skills.
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