Objective of JobSupport CRM Lead in the Customer Relations Management roleCustomer Order processing, including Manual order taking and processing, special parts ordering, order type management and order cancellationEstablishing good customer support with marketsEscalation to inter-department 1st level supportEscalation of part number and pricing updates, and related customer queries to inter-department or central governance where necessaryContinuous monitoring and implementation of Customer Satisfaction performanceJob DescriptionCustomers Relation ManagementManage day-to-day operations and deputy duties of the CS teamEstablish a close relationship between customers and team membersResolve any differences, escalations or customer complaints promptly and professionallyCustomers Order ProcessingManage customers' orders processingManage manual order taking and processing when requiredSupport TRP and special requirement orders processing by coordinating with relevant stakeholdersSupport customer enquiries, special parts ordering and service chargesMonitor customers order pattern and order type managementManage order cancellation and coordinate order cancellations with customersSupport other stakeholders in order relevant customer queriesQualificationEducation:Diploma in Business, Logistics or any discipline with strong customer-oriented backgroundCustomer Service Oriented TrainingMicrosoft Office TrainingExperience:Min 3-5 years related working experience in Automotive Parts business, strong background in Customer Relationship Management or Supply Chain or Logistics ExperienceExperience in the Spare parts consulting and/or as a spare parts specialistPreferably with one foreign language skill is an advantageSpecific Knowledge:SAP Knowledge - CRM, ECC, SCMStar Order PlusExcellent computer skills especially in MS Office - Word, PowerPoint and ExcelGood knowledge of parts businessGood working performance individually and as a teamSoft Skills:Strong interpersonal skills and good team player, especially good sense of intercultural communication in an international work environmentExcellent communication skillsInterpersonal Skills#J-18808-Ljbffr