Customer Support Senior Representative for Strategic Accounts (English Speaking) (71264)

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Key Responsibilities:

Effectively operating aligned and compliant to all applicable Corporate Policies, Processes, education requirements

Act as a main point of contact for the main stakeholders: sales, marketing, product teams, finance, commercial, legal and delivery

Responsible for coordinating the internal alingment to ensure information flow (set up the required meetings/deadline)

Has a high focus on mapping the process flows to ensure business continuity and ongoing improvement/development working closely with the BI team

Drive customer loyalty through increased productivity and improve value through high performance culture.

Actively contribute to the effective organization of all aspects of the Support team through various resources - people, process and technology.

Proactively act as expert team member for customers and team members to carry out and identify solutions to standard and non-standard task/queries and escalations.

Aligns sales orders steps with CSOs pre-sales and quotation phases; liases with application engineers for commission of product installation, and, work with with supply chain for order fulfillment.

Responsible for sales order follow-up ensuring timely delivery of different types of sales orders (delivery to order, configure to order and engineering to order) and overall external customer satisfaction.

Responsible for internal issue resolution and escalation focal point on the Key Account.

Assist Sales Manager / Business Owner in managing Client relationship regarding Request for Quote process; except not responsible for Pricing or T&Cs development, neither quotations.

Responsible to provide evidences and inputs for Business Compliance Test and Audit.