Associate Manager, Customer Service â Commercial Partner - MEA

<div><h3>Work Flexibility: Remote</h3><h3>What You Will Do</h3><ul><li>Manages customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.</li><li>Analyzes operational processes escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and add value to the customer/clients.</li><li>Conducting onboarding sessions for new clients and team members and Support CS team with order entry tracking and processing whenever is needed</li><li>Liaises between customers and manufacturing sales field service order processing and accounting to resolve status production delivery and billing inquiries.</li><li>Develops and manages return materials authorization (RMA) processes for ensuring customer returns exchanges service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved.</li><li>Ensure compliance with legal regulatory and company standards and complete commercial report performance (projection) and KPIs to senior management.</li><li>Analyze pricing profitability and customer data to inform decision-making.</li><li>Coordinate and ensure fulfillment of tender obligations: coordinate with internal teams to gather information process orders ensuring compliance with tender requirements and collaborating with legal and finance departments.</li><li>Serve as the primary point of contact for Escalations for Order delivery improvement reviews warranty claims.</li><li>Participates in initiatives related to termination process and integration of new ICs.</li><li>Assist during Divisional BSI and internal audits by collecting requested documents and forwarding them to the Intl CS Manager.</li></ul><h3>What You Need</h3><ul><li>Graduate degree in a Business or Logistics discipline(s) or relevant field.</li><li>Experience in Oracle SAP and CS processes</li><li>Excellent knowledge of English</li><li>Minimum 6 years of similar experience</li></ul><p>Travel Percentage: None</p><h3>Required Experience</h3><p>Manager</p></div>#J-18808-Ljbffr