Brussels Metropolitan Area
professional in automotive & chemical industry!
in charge of the order-entry in SAP build and maintain customer relationships providing customers with information concerning the the delivery status providing customers with product information (material safety data sheets & technical data sheets) resolve customer complaints by phone and mail registration of complaints and follow-up with the technical department organizing rush deliveries
responsible for coordination and improvement of processes, workload, quality and productivity monitoring and reporting build and maintain lasting customer relationships coaching and inspiring the team (6 fte) , facilitate and remove road blocks for best performance determine customer requirements by maintaining contact with customers setting goals for the team that are attainable and realistic and measurable (KPI) manage escalations and responsible for the operational follow-up answer complex customer's questions – serious, long-lasting issues communicate job expectations to customer service representatives – via team meetings and face-to-face meetings (including appraisal) enforce company policies and procedures maintain customer satisfaction by providing problem-solving resources communicate with other teams, participate in cross-functional projects provide trainings for staff members (SAP, Sharepoint, salesforce.....) deal with employee problems and consequences key user in SAP - testing new set-up - responsible for claim-handling (non-product related issues) price, packing..... (via sharepoint)
helping the external sales team to improve their productivity handling urgent calls, emails and messages when external sales is not available, answering customer queries, informing them of delays, (re)arranging delivery dates handling and checking incoming orders on correct prices, discounts, quantities and part numbers timely input of the orders to ensure that orders can be delivered on time collaborating with other departments to maximize sales – to ensure timely delivery – to ensure outstanding quality maintain the filling system (sharepoint) input annual contracts, deals on rebates manage budgets for marketing and bonus purposes provide customers technical information (data-sheets & technical bulletins) internal sales activity by detecting leads – input in CRM-tool (Salesforce) – communicate these leads to external sales price-setting participate in trade-fairs and exhibitions Coordinating the German-speaking countries. Integration of the customer service & sales coordinaton activities from Langenfeld-site (Germany) into the Erembodegem HQ. During these 6 years I took the lead to become a valuable support for the technical staff. Gained the confidence and respect of my customers. I was part of a team that put the brand on the map in the DACH-area. By using my skills and insights in the business I was able to identify some new customers. I initiated some other projects to encrease customer satisfaction! We worked according principle of 5s - lean, and had short daily meetings (5 to 10 minutes) in order to have all staff updated.
submit delivery schedules and/or delivery orders to specified suppliers build outstanding relationships with suppliers – in order to move suppliers to inform Volkswagen in case of problems participate in committees for fair distribution of parts in case of general shortage monitoring timely delivery of the production parts (electronic and chemical products mostly) take immediate action in case of non-delivery, under-delivery, over-delivery, wrong delivery organize rush-transport in case of non-delivery, under-delivery minimize on transport and packaging create material master data & maintenance of the parameters organize returns of over-delivery or wrong delivery or refused goods (ot meeting the quality standards) coordination of transport companies and warehouse – time-slots e.s.o. optimize the external and internal logistic processes and logistic flows train new colleagues I was in charge of the main account in the supply chain: Bosch, Siemens, BASF.... Taking care of the inventory by keeping in mind the KPIs and the SLAs. Planning of supply/demand for the chemical products for the paint-shop. I this role I managed to reduce the costs in the warehouse by optimizing the filling of the containers. I took the lead in the SEAT-project - I was responsible for the complete transportflow from Spain towards Belgium! As a major project I reduced the transportcost for my region with 15%. I also wrote a guide for the new-hires: what are the objectives in the function and how can one act and think to reach this goal. In this role I also trained some new people.