Customer Service Advisor

Role Summary

The Customer Support Employee main responsibility is to perform customer service duties and tasks according to the common Scania values, principles, processes, guidelines and standards. Managing agreements documentation, customer contact handling questions and issues to ensure high quality operations and customer satisfaction. Also contributing to continuous improvements in the local operations and in the area of responsibility.

Job Responsibilities

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Product/Service Information

Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing

Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Renewals

Help drive customer renewals through exceptional service, supporting the sales teams as required.

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education