Open Order Management Responsible with French
Avantor
Bucharest, ROU
‎în urmă cu 13 ore

Job Summary MAJOR JOB DUTIES AND RESPONSIBILITIES Assists with the day to day management of the team, filling in for supervisor during absence.

  • Mentors the team, assisting in the coaching, training and development of both new and current associates. Provides input into the establishment of work schedules;
  • Ensures that the work schedules are correctly adhered to, jobs are completed properly, and day to day workload changes are communicated to the scheduling team to support business needs.

    Serves as a positive influence for the team, motivating and inspiring the team to surpass their potential. Creates sense of ownership within the employees.

    Facilitates communication among team members and supervisors. Makes recommendations on areas of improvement. Participates, assists and represents customer service on process improvement initiatives, such as Kaizen, OLE projects, etc.

    May take the lead on smaller projects or portions of significant projects. Proactively interacts with outside sales force, providing high-level, quality service, to enable continued sales growth.

    Provides feedback to peers and management regarding opportunities, processes, and areas of improvement. Provides feedback to management on employee performance.

    Prioritizes urgent matters, escalating issues to proper level to ensure resolution. Conducts root cause analysis to address issues and problem escalation.

    Computers, monitors and analyzes metrics. Communicates industry and brand knowledge to associates. Supports SOP, policy, and processes, ensuring applications are understood and followed.

    Handles escalated calls, complaints, questions and queries as necessary. Researches the most complex customer issues, determining the cause of the problem.

    Follows up with the customer, internal and external contacts, etc. to ensure resolution. Interacts with multiple departments to ensure cooperation in order to meet the needs of the customer.

    Maintains and attracts potential customers by handling inbound sales and customer communication (calls / emails / click-to-chat) relating to service status or challenges / concerns / issues within the network on an as needed basis ensuring business continuity.

  • Completes all necessary records and reports in a timely and accurate fashion. Performs other duties as assigned. QUALIFICATIONS High school diploma or GED required;
  • Bachelor degree preferred 3-5 years applicable experience in a customer relationship type role (sales, military, call center, etc) French - medium / advanced English - medium / advanced KNOWLEDGE SKILLS AND ABILITIES Strong decision making and leadership / coaching / mentoring skills.

  • Ability to drive results Strong knowledge of customer care techniques and processes Must be able to manage multiple priorities in a fast-paced and complex environment Ability to maintain composure and positive attitude during difficult times Exceptional analytical and listening skills Excellent communication skills, both verbal and written Advanced PC skills required;
  • must be able to work in multiple systems concurrently, often utilizing multiple monitors; Strong knowledge of SAP Strong time management and organizational skills;
  • ability to prioritize effectively Must be a team player and be able to work with members of the immediate team, as well as, employees outside the organization, while demonstrating the ability to work independently Must be comfortable working in a matrix environment Ability to manage complex customer situations and requirements Must be customer focused Must be able to maintain confidentiality Possesses proven problem solving skills .

    We will use the personal information that you have submitted to us in order to consider your application for the relevant role.

    Your privacy is important to us. Please click here for our Privacy Policy which explains the purposes for which we will use your personal information and the ways in which we will handle and retain your information.

    It also explains the rights you have in relation to your information, and how to contact us with any queries or requests.

    3rd party non-solicitation policy By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions.

    Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation

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