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Gestionnaire Service Clients_Back-office Hypercare

POSITION SNAPSHOT

JobReq ID:  50711
Type of work:  Hybrid
Type of contract:  Open-ended/permanent
Full/Part Time:  Full time
Location: 

RUNGIS, France

OUR COMPANY

Bridgestone in Europe, CIS, Middle East, India and Africa (BSEMIA), headquartered in Zaventem (Belgium), is a subsidiary of  Bridgestone Corporation, a global leader providing sustainable mobility and advanced solutions.

In addition to our premium tire products, we offer a growing portfolio of tire-centric and mobility solutions. Together with our partners and guided by "Serving Society with Superior Quality”, that has been our mission since Shojiro Ishibashi founded Bridgestone in 1931, we are  working to accelerate sustainable mobility innovations and solutions. Through innovative technology,  we are committed to easier, safer, smoother and seamless mobility for our society and customers improving how people move, live, work and play.

Bridgestone also benefits from a significant retail network throughout the region – in fact our retail presence in the EMIA region is the largest in the tire industry. Through 17 distinct retail partners, we have around 3,500 outlets across Europe, the Middle East and Africa as well as around 2,500 outlets through our partner network in India. This network offers a selection of services, concepts and mobility solutions.

At Bridgestone we pride ourselves on the strong relationships we maintain with everyday drivers and this extensive retail network is one of the core reasons why.

You can learn more about our Group at https://bridgestone-emia.com/

In line with the “Bridgestone Essence”, our work environment is based on integrity and teamwork, where everyone can learn from each other and contribute with their own ideas in achieving the coming goals.

We want to hear from people who can take the challenge, unleash their creative potential and contribute to the company success demonstrating ownership, courage and agility. We want you to develop your skills, expand your knowledge and be proud of your work.

POSITION DESCRIPTION

Le Gestionnaire Service Clients a pour objectif le traitement rapide et efficace des commandes des clients hypercare, ainsi que du suivi/analyse du portefeuille commandes. Tout en développant l’image de Bridgestone France auprès des clients. Il participe à la croissance du chiffre d’affaires de l’entreprise.

 

En sa qualité de Gestionnaire Service Client, le titulaire du poste aura pour missions :

 

1) LA GESTION DES APPELS ET DES DOSSIERS

 

  • Enregistrer la demande client (commande, réclamation, HCGV, envoi barèmes, claims techniques, retours commerciaux, avis de souffrance, salons, foires, PLV…) dans le logiciel (SAP) quel que soit le support (téléphone, mail, fax),
  • Traitement d’appels et mails clients (call center + ticketing),
  • Organiser et planifier les livraisons (RDV, suivi affrètements,...),
  • Analyser au quotidien le portefeuille commandes/reliquats selon la procédure mise en place,
  • Apporter au client une réponse claire et précise tout en ayant le souci constant de réduire le temps de traitement,
  • Gestion des ventes destinées au personnel de l’entreprise selon la procédure mise en place,
  • Contribuer à l'amélioration des processus dans le but d'optimiser nos indicateurs,
  • Faire preuve de polyvalence, savoir adapter son comportement aux besoins et à l'organisation du service,
  • Communiquer et partager les informations sur les dossiers clients,
  • Etre le relais d’information auprès des interlocuteurs concernés (clients / transporteurs/ Plates-formes / commerce, …)

 

2) LA QUALITE DE SERVICE ET LA COMMUNICATION

 

  • Etre support pour les demandes/formations internes et externes (Clients / LSCM / Commerciaux / Transporteurs / Plates-formes / Services supports,…),
  • S’impliquer et être une force de proposition au quotidien,
  • Identifier les points d’amélioration et les dysfonctionnements, proposer des contre-mesures au responsable hiérarchique.

 

 

Profil :

  • BAC (STT, commerce) / BAC +2 (BTS Action Commerciale, Force de Vente, Assistant de Gestion, DUT Techniques de Commercialisation)
  • Autonome,
  • Capacité d'analyse,
  • Facilité à travailler avec des données
  • Connaissance SAP
  • Très bon contact téléphonique,
  • Ponctualité et assiduité,
  • Sens du commerce et de la relation clients,
  • Rigueur et ténacité,
  • Dynamique, disponible et réactif,
  • Bonne aisance relationnelle et adaptabilité,
  • Polyvalence,
  • Capacité de travailler dans un environnement exigeant,
  • Résistance au stress,
  • Maitrise des outils informatiques (Word, Excel...)

MORE INFORMATION

All applications will be reviewed. Our Recruitment team will contact the suitable applicants for the next step of the recruitment process.

We are looking forward to hearing from you!

DISCLAIMER

Diversity and inclusion are a central part of Bridgestone EMIA’s values at the highest level. This is key for our people to show a passion for excellence for improving society connected to the world in which we live. Our commitment to diversity, is linked to our founders mission of ‘Serving Society with Superior Quality’, which is essential in shaping and creating the organization, serving all people, respectfully, connected to our business. We recognize that everyone is different and that attracting, developing and retaining our employees will create a sustainable working environment which is essential to our success. This means that all job applicants and members of staff will receive equal treatment and that we will not discriminate in particular on grounds of gender, marital status, race, ethnic origin, color, nationality, national origin, disability, sexual orientation, religion or age.

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