Aftersales Support Administrator is responsible for processing a comprehensive warranty claim agenda from their receipt to the technical approval and subsequent system processing according to the prescribed rules and processes.
The Ideal Candidate for us has...
General knowledge of at least one of the following areas : MS Office, Oracle CRM, Oracle, SAP
Excellent communications and interpersonal skills are required. Staff must represent a diplomatic and professional manner, sensitive to the needs of the customer but understanding of the priorities and commitments of the Technical Support resources.
Other administrative duties assigned as needed.
An eye for detail, self-motivated, comfortable working independently, with the ability to work within deadlines
Ability to provide prompt and clear information
Basic knowledge of logistics processes and order management
Studies : high school or related studies
English advanced level (spoken, written)
German advanced level (spoken, written)
Over 1 year of experience in customer relations
Providing first line support for aftersales warranty claims to Vertiv customers
Controls all information received, adherence to the claim order and processes
Actively communicates with other departments of the company to resolve complaints
Actively communicates with customers in writing and by phone
Analyzes and solves open complaints and assesses their causes in administrators liability
Supports timely approval by technical departments for escalation
Ensures regular reporting of complaints and informs about their customer status
Responsible for timely and quality registration and archiving of all types of complaints to the relevant central system
Generates and issue of necessary reports
Provides effective complaint processing to meet the highest possible standards of quality and to ensure customer satisfaction
Helps all customers understand the complaint process
Controls and monitors the quality of the data (system and technical) provided by the main actors in the process of guarantee claims (especially MU)
Answers any customer inquiries regarding the complaint process. If he / she is not able to answer specific customer inquiries, he will refer it to experts.
Inserts free warranty orders for spare parts and products into their respective systems
If necessary, it manages the removal of defective components from circulation in cooperation with the logistics department