Customer Operations Operator (Romania/Bulgaria markets)

For our client, a multinational automotive company, we are looking for a professional to fit within the client’s team for the positions of Customer Operations Operator, respectively.
For our client, a multinational automotive company, we are looking for a professional to fit within the client’s team for the positions of Customer Operations Operator, respectively.

Your Future Role

Job purpose: Guarantee the service level application in order to achieve the efficient and excellent customer satisfaction for market/customers both at local and Regional level.
Main responsibilities:
1) ORDERS AND CUSTOMER REQUESTS MANANGEMENT– estimation weight 35%
  • Handle of orders and the internal and external customer requests (claims creation, order creation, backorder managing, delivery agreement with the customer) following the priority assigned and the given procedures;
  • SAP system calculation returns due to CC errors vs. pieces created (items) same month.
2) SERVICE LEVEL % CALLS AND ASA – estimation weight 30%
  • Handling inbound calls within given KPI’s, keeping high the quality of answers;
  • Monitoring calls by CISCO tool in order to maintain and improve SL fixed, quarterly;
  • Objective Manage the 90% of incoming calls in an average of 20 sec.
3) DISTRIBUTION ISSUES SUPPORT – estimation weight 20%
  • Solve and give proper answer to customer’s delivery enquires.
4) REPORTING – estimation weight 15%
  • Monitoring and analysis of the activities (correct orders created, quality of answer given to the customers, deliveries agreements with the customers, backorder managing, reserved stock managing) and share the data with the manager in order to improve the SL and find the best practices;
  • Manage, monitor and perform the quality and success of the SLA in line with ISO requirements and Quality Manual Statement during the annual internal and external Audits.

Desired Qualifications

  • Diploma and/or Degree (3-5 years) in Humanistic and/or Economics as preference
  • Reliable person with very good communication skills – both written and spoken
  • Customer-oriented approach; efficient service level
  • Problem Solving
  • Able to perform under pressure and with demanding deadlines
  • Integrity and Teamwork is a must
  • IT literacy: Office package – good in Excel / SAP users knowledge
  • Languages required (mandatory):
    • Romanian: native
    • English: fluent
    • Bulgarian and/or Russian: fluent
Experience:
  • Min 3 years as Customer Service and/or Contact Center Operator and/or Back Office/Logistics role
  • Experience in structured or multinational organization and with matrix environment on which the Customer Service is a key part of the selling distribution process.

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Job Facts

Country
Romania
Location
Bucharest
Career Level
2 - Experienced (Non-Manager)
Contract type
Full time
Job-ID
120413

Contact Person

Emp Ro Mihaela Ancu

Mihaela Ancu

IT Business Development Manager