Customer Care Associate, ALM

We are looking for a Customer Account Manager ALM to join our Customer Service & ALM EMEA team. The ideal candidate will be responsible for managing customer relationships for client accounts in Asset Lifecycle Management (ALM) activities.

Key responsibilities include:

• Manage client relationships:
• Present IM processes to new clients or accounts for the daily management of their account.
• At the request of clients, send stock statements, inventories, tariffs, authorizations, etc.
• Process client requests and complaints via Sales Force according to current SLAs.
• Monitor client reports according to requested SLAs.
• Support Operations:
• Must have knowledge of operational processes for managing client archive funds.
• Prepare and participate in steering committees.
• Support Sales:
• Assist in preparing commercial appointments: tariffs, account balance status, stock and activity, etc.
• Draft and send natural growth quotes to clients.
• Coordinate with the order department for services related to these natural growth quotes.
• Check client tariff grids in case of modification and ensure their compliance with operational processes.
• Manage tariffs (possible modifications) – after negotiation by Sales and validation according to the Sales Administration procedure (attached to this method).
• Control and monitor changes in account hierarchies in agreement with Finance and ADV validation and with IT support – after client recommendation and agreement.
• Participate in the implementation of special projects related to their clients and monitor their invoicing.
• Communicate/inform about IM service ranges.
• Manage client complaints:
• Record, qualify via Sales Force, and process client complaints, evaluate issues, coordinate with relevant departments and services to provide a solution.
• Coordinate and centralize response elements to be provided to the client.
• Apply the quality policy by declaring non-conformities to determine corrective and remedial actions.
• Communicate the resolution and actions taken to the client.
• Proposals for actions to improve Client Satisfaction:
• Implement these proposals, after validation by the relevant services and with the support of the quality department.
• Monitor requests in Sales Force (open, closed, in progress) according to SLAs.
• Monitor client reporting indicators.
• Monitor client non-conformities.
• Monitor natural growth quotes and client revenue.

Required Skills

• BAC level, administrative training
• Conclusive experience in customer relations, customer service
• Proficiency in Google office tools
• Fluent English essential

Expected Soft Skills

• Service orientation
• Good understanding of client needs and information feedback
• Versatility, adaptability, and flexibility
• Reliability, responsiveness, autonomy
• Excellent written and oral communication
• Team spirit, inter-departmental collaboration