Customer Service Acvisor

Overview

The Customer Support Employee main responsibility is to perform customer service duties and tasks according to the common Scania values, principles, processes, guidelines and standards. Managing agreements documentation, customer contact handling questions and issues to ensure high quality operations and customer satisfaction. Also contributing to continuous improvements in the local operations and in the area of responsibility.

Responsibilities

• Customer Relationship Development / Prospecting : Develop and implement a customer contact plan to communicate product launches and engage potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.
• Customer Needs Clarification : Set clear objectives for each sales call or meeting; use standard materials to present to the customer; ask relevant questions to evaluate the customer’s level of interest and identify information gaps.
• Product / Service Information : Provide advanced product / service information and respond to complex customer questions about the product / service.
• Customer Order Processing : Record and process custom / special orders that may require additional resources for delivery and coordinate with the relevant teams.
• Resolving Customer Issues : Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Renewals : Help drive customer renewals through exceptional service, supporting the sales teams as required.
• Customer Relationship Management (CRM) Data : Monitor team members’ use of the CRM system, identify and resolve standard issues, and escalate to a senior manager as appropriate.
• Operational Compliance : Identify instances of noncompliance with the organization’s policies and procedures and / or relevant regulatory codes of conduct, report and escalate issues as appropriate.
• Personal Capability Building : Develop own capabilities by participating in assessment and development planning activities, formal and informal training, and coaching; gain or maintain external professional accreditation where relevant; stay informed on relevant technology, external regulation, and industry best practices.

Qualifications / Education

Education

Seniority level

Employment type

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