Customer Support Representative

Responsibilities: 

• Assess the customer expectations, propose best commercial solution;
• Draw up commercial offers for all activities factoring in the company’s commercial policy;
• Ensure proper fulfillments of SHE commitments to customers;
• Reply to customer claims & Buildup structured customer relationship;
• Handling of litigations / Carries out the initial processing of customer complaints and disputes;
• Corporate with other department including other global back office to fulfill customer needs;
• Ensure the customer satisfaction;
• Participate to prominent customer and ‘Area’ meeting;
• Prepare offers, Set up and manage invoicing and credit notes by using SHE ERP system;
• Manage commercial file, contract, in charge the implementation  of Contract;
• Monitors KPIs for his /her customers;
• In Charge projects assigned by management and lead the projects information meeting;
• Ensure objectives follow up, justify the discrepancies and propose corrective actions;
• Ensure effectiveness of the communication link between the players of the Front office (BD, CSM, FREP, FTEC, Quality etc.);
• Carries out the weekly/meeting reporting and communication for his/her activity or projects;
• Other related work assigned by CSRM;
• Follow the cash flow collection together with CSM;