Customer Service Advisor & Supply Chain Coordinator

Customer Service Advisor & Supply Chain Coordinator

Job Description: Customer Service Advisor & Supply Chain Coordinator

Code (1292 & 1398)

MISSION
Customer Service:

  • Welcome all customer on the phone.
  • Telesales of the Group’s products
  • Management of day-to-day relations with distributor and/or user customers.
  • Follow-up of customer orders.

Supply Chain:

  • He/she carries through Cie Supply Chain objectives (Quality of forecast, stock policy)
  • He/she is the guarantor for the application of Supply Chain standards in local operations,
  • He/she is the correspondent concerning all the Supply Chain topics.
  • He/she participates in the development and validation of D2C service offer deployments
  • Coordinate to support commercial activities, inventory effectiveness, report KPIs follow up
 KEY EXPECTED RESULTS
Customer Service:

  • Take into account and respond to customer commercial requests, by proposing – if necessary – alternative solutions
  • Record customer orders
  • Selling distributed Michelin group products in the country by phone
  • Ensure order processing and monitoring of customer portfolios
  • Answer technical questions under control or transfer to the most competent service
  • Ensure liaison and additional action of field commercial teams
  • Customer complaint management:  invoicing, accounting, credit
  • Integrate logistical complaints
  • Follow up of back orders by customer
  • Satisfy and ensure customer loyalty
  • Reliability and solidity of data entered
  • Contribute to commercial objectives
  • Reliable and timely processing of orders
  • Reliable and solid processing of product entries
  • Complaints are processed with the relevant services, the problems solved and customers informed
  • Reporting data accuracy (regular basis, and time to time based on business request)

Supply chain

  • Manage the Bib Export tool.
  • He/she is the contact point for Mi supplier (transityres).
  • Demand forecasting and Sales Planning process .
  • Responsibilisation and involvement of those concerned in the building of the forecast.
  • Any incoherences in the forecast (argumentation and result) are identified.
  • Any difficulties encountered (arbitration,…) during the forecasting process are dealt with or referred to management.
  • Action plan applied and monitored.
  • Commercial actions launched locally are validated
  • Local SC indicators meet objectives
  • Corrective action plan put in place if bad results persist
  • Identification and propose to management , new service offers which are relevant to the needs expressed by customers.
  • Follow-up of products importation status with logistic cie.
  • Challenge internal and direct shipment customers’ requirements
  • Local problems (D2C, Log, Marketing) are taken well into account when new SC service offers are developed.
PROFESSIONAL COMPETENCIES
1 2 3 4 5
  X       Customer Service Relationship
      X   Logistic Practices
    X     Supply planning
    X     Upstream supply chain process
  X       Distribution & logistics
    X     Stock management
  X       Marketing & sales
    x     Office skills :Excel,word,ppt..
    X     Product & Service and Technical Knowledge
    x     Customer Value Management
BEHAVIORAL COMPETENCIES
1 2 3 4 5  
  X       Customer contact
  X       Communication / Presentation
  x       Initiative / Adaptability
    x     Teamwork
  x        Working with autonomy