Customer Service and Admin
4 weeks ago
Customer Service Admin is the voice of KONE, focusing on one or more specific admin domains. He/She provides administrative support for salespersons and supervisors, enabling them to maximize the time spent on customer facing activities in the field. The administrative support covers activities related to Maintenance Operations, Sales Support, Tender Preparation.
Customer Service Admin is also supporting customer directly for more complex customer queries forwarded by the Customer Service Agents or other departments. Customer Service Administrator is mainly interacting with salespersons, supervisors, field technicians, KONE Customer Service Organization and KONE Shared Services.
Responsibilities and key activities
General administrative support for Sales and Maintenance Supervisors:
General Support for Repair tender specialist
- Converting lead to high quality tender
- Process invoice for repair jobs
- Accountable to retrieve and include the attachments as required by the customer (signed repair report, customer purchase order, delivery note…)
- Accountable to print and send the invoices and attachments (also in case of invoice printing outsourcing)
Maintenance Operations support activities
- Supports technician and supervisor in material related requests (PR creation, check availability and follow up on delivery with GSS, logistics & sourcing)
- Manages work-center data changes, maintenance plans changes via KPM ticket
- Supports specific admin task for service supervisor
- Takes ownership for customer queries forwarded from first level and follows up with field Supervisor and other services to get a response
SEB Sales support activities
- Supports updates in maintenance contracts
- Maintenance contract termination: Processes maintenance contract cancellation requests, informs Billing Administrator when invoice cancellation or credit note creation is required
- LIFS upload & Data update for Conversion Opportunity
- Takes ownership for customer queries forwarded from first level and follows up with salesperson and other services to get a response
Other CS&A administrative tasks assigned by his/her line-manager
Performance Measures
General support to Sales and Supervisors
- Clean and correct customer, contract/order and equipment data
- Quality, correctness and delivery of requested materials
- Feedback from salesperson and/or maintenance supervisor
- 24h case resolution
General Support for Repair tender specialist
- Quality, correctness of repair quotation
- Quality, correctness of invoice
Professional requirements
- Advanced office tools literacy
- Contractual and financial understanding
- Capability to have basic technical understanding is an asset
- User knowledge of SAP and/or SFDC is an asset
- Previous working experience in relevant field is beneficiary
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
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