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Customer Support Coordinator

1 month ago

PointeClaire, Canada Xylem Full time

Nous recrutons un coordinateur au soutien à la clientèle bilingue
- Si vous êtes enthousiaste et passionné à l’idée d’aider #LetsSolveWater, envisagez de rejoindre notre équipe dès aujourd’hui Xylem est une entreprise mondiale leader dans le domaine des technologies de l'eau, présente dans plus de 150 pays et se consacre à résoudre les problèmes d'eau les plus difficiles au monde. Nous recherchons des personnes pour rejoindre notre mission en dépassant les attentes des clients grâce à des solutions intelligentes et durables. Chez Xylem, vous aurez l'opportunité de résoudre le problème de l'eau en participant à notre programme de bénévolat payant, Xylem

**Le poste**:
Le coordonnateur au soutien à la clientèle offre divers services de soutien et d’assistance en lien avec les ventes aux clients internes et externes. Il travaille dans le cadre d’une équipe régionale virtuelle. Il répond rapidement aux demandes des clients et se montre toujours positif, empathique et professionnel envers les clients.

**Principales tâches et responsabilités**:

- ** Gestion des commandes**: Traite les commandes de produits et/ou de services provenant du personnel des ventes ou directement des clients. Tient à jour les dossiers des clients en y consignant les contrats de vente et d’autres renseignements. Donne des propositions de prix, remplit les bons de commande et vérifie le prix et la quantité de chaque article énuméré. Distribue les bons de commande aux services respectifs. Peut coordonner son action avec celle d’autres services en ce qui a trait à l’état des commandes, aux dates d’expédition, aux prix, à la disponibilité des produits et aux ruptures de stocks.
- ** Coordination de projet**: Planifie, surveille et gère les projets des clients du lancement à l'achèvement. Sécurise les ressources requises et utilise des processus et des outils formels pour gérer les ressources, les budgets, les risques et les changements. Gère les projets pour garantir leur achèvement dans les délais, conformément aux spécifications et dans les limites des coûts budgétaires. Aux niveaux supérieurs, les titulaires gèrent de grands projets multiformes ; aux niveaux inférieurs, les titulaires peuvent être concernés par des éléments ou des fonctions clairement identifiables au sein d'un projet plus vaste.
- ** Soutien technique après-vente**: Fournit des services de soutien technique après-vente aux clients, notamment l’installation, le dépannage, la résolution de problèmes et l’entretien. Répond aux questions des clients au sujet du fonctionnement et des défaillances des produits. Conseille les clients sur l’entretien préventif et les ajustements de configuration pour améliorer le rendement du produit et la satisfaction du client.
- ** Résolution des problèmes de facturation des clients**: Examine et analyse les problèmes de facturation des clients et des sociétés ainsi que les plaintes déposées contre l’entreprise, mène les négociations avec l’autre partie, les résout, les documente et en rédige le compte rendu. Trouve des solutions pour résoudre les problèmes de facturation et présente aux clients les options de règlement les mieux adaptées. Négocie et autorise les règlements à l’intérieur des limites établies et ajuste les comptes des clients.
- ** Garantie**: Traite, examine et administre les réclamations au titre de la garantie, notamment les réparations et les remboursements. Collabore avec les divers services, dont ceux des ventes et du marketing, du marchandisage, de la fabrication, de la qualité, de l’ingénierie, de la mise au point des produits, des finances et autres, dans le but de maintenir une communication interfonctionnelle, de résoudre les problèmes liés aux produits et de limiter les coûts associés à la garantie. Analyse les commentaires provenant du terrain et les statistiques concernant la garantie pour prévenir les problèmes récurrents. Aide à éliminer les faiblesses décelées dans les produits et les systèmes pour l’entretien des produits.
- ** Discrétion/latitude**: N’a besoin que de directives générales pour faire son travail. Travaille de façon autonome; peut former ou accompagner (mais non superviser) d’autres membres du personnel du Soutien à la clientèle. Détermine et élabore de manière autonome une démarche pour appliquer des solutions qui s’adressent aux clients externes ou internes. Une fois terminé, son travail fait l’objet d’un contrôle pour s’assurer qu’il répond bien aux objectifs fixés.
- ** Connaissances, compétences et habiletés**: Exécute bon nombre de tâches semblables à celles accomplies par les employés de niveau intermédiaire, bien qu’il puisse se voir assigner des promotions, des produits et/ou des services plus complexes et/ou importants. En général, reçoit et fait des appels téléphoniques hors de l’ordinaire qui exig