Valeo is a tech global company, designing breakthrough solutions to reinvent the mobility. We are an automotive supplier partner to automakers and new mobility actors worldwide. Our vision? Invent a greener and more secured mobility, thanks to solutions focusing on intuitive driving and reducing CO2 emissions. We are leader on our businesses, and recognized as one of the largest global innovative companies.

irectly reporting to Customer Service and Aftersales Manager, our future Customer Service Coordinator :

1. Is the main Customer contact on all operational aspects (except sales negotiation) and aims at providing a best in class service for the customers managed directly

• Handles Customer calls so as to provide a best in class service (no lost calls, waiting time close to 0, professional, friendly and helpful manners etc.)
• Receives and processes Customer claims and questions in VS standard tools (valeocare4u), assigns them to the adequate department if need be, follows the customer issue until resolution and answers to the customer. The customer coordinator will use VS quality tools to handle customer issues when necessary (QRQC, LLC). Keeps the customer up-dated on the progress of his request/issue.
• Ensures customer satisfaction through proactive actions and key account follow up
• Updates VS CRM (valeocare4u) so as to ensure complete traceability of the customer relationship (updating of contacts, call activity, claims, account creation etc..)
• Applies defined processes relevant to the markets (different processes apply to different markets).

2. Is responsible for Sales Administration operations and process

• Creates Customer accounts (VS CRM and ERP)
• Ensures orders and quotations are entered accurately in an efficient and timely manner, respecting the Customer’s requirements.
• After analysis of order compliance with VS sales conditions (incoterm, payment terms, compliance with national and applicable international laws,…), of the required delivery date, ensures perfect integration of the order in the division IT system (ERP)
• Follows order processing in VS system : stock allocation, exceptional order management, follow up of availability & associated actions, outbound delivery creation, invoicing, direct delivery and liaise with other departments so as to ensure perfect management of the customer order from data entry to receipt in the customer premises. Records lost sales. Processes order cancellation in cooperation with concerned departments (procurement, local logistics, etc…) in accordance with VSA standards.
• Organises and/or checks shipping operations (set up proper documentation, inform freight forwarder, facilitate delivery appointments etc..) according to customer requests and legal constraints.
• Process customer returns in line with the division’s service offer in SAP / VS CRM, keeps customers informed and follows return management.
• Processes customer orders, credit memo, debit memo
• Coordinates management of flows and Customer requests with other VS Divisions.
• Maintains updated customer database (accounts data in SAP, contact data in valeocare4u).
• Follows up sales data and implements all necessary actions to reach division target (budget, quality, etc..)
• Archives regularly all Sales Administration documents.
• Support Sales force by providing them all necessary information related to customer account, back orders, customer feedback etc..
• Other duties deemed necessary as and when required.

3. Participates actively to process improvements, liaise with other departments and other VS Divisions to allow smooth information flow and high standard services

• Follows up customer service activities for the customers supported by other customer service teams
• Promotes and supports implementation of electronic services by the customer to improve quality of service (EDI, Web Portal, etc…).
• Promotes and supports implementation of logistic services towards the customer: direct delivery, order book analysis, specific packing instructions etc…
• Promotes and supports implementation of improvement projects.
• Actively participates to the division line and plant QRQC
• Liaises with the different departments concerned by Customer related operations in order to ensure a smooth communication flow and best in class service including but not limited to actions to improve the level of service to the Customers ( Logistic department, warehouse, finance department, sales, etc…)
• Maintain a good knowledge of sales administration SAP operations and support implementation of process improvements in the system.

4. Manages Technical incident level 1

• Can advise Customers on Technical incident when known and easy to implement
• Identify with the Technical hotline coordinator the new default that can be managed by the level 1
• Participate to the formalisation of the New incident speech with PGs, technical hotline coordinator and Technical promotor
• Coordinate the tools evolutions (V4U, Diag, App ….)

5. Work as a Binôme with the Technical hotliner Coordinator

• Animate the CS & SAV network
• Animate in coordination with Technical Hotliner the communication platforms for their networks
• Identify Gaps
• Propose evolution