Customer Operations

il y a 2 semaines


Brussels, Belgique bpost Temps plein

**Customer Operations / Service Manager**:

- Regio:
**Customer Operations / Service Manager**

L'objectif de ce poste de Customer Operations / Service Manager est assurer le suivi du client au quotidien, en tant que premier interlocuteur de celui-ci. Développer, conseiller et consolider la clientèle (clients clés), une fois le contrat conclu par le Major Account/(Senior) Key Account Manager. Faire office d’intermédiaire entre les clients et IMX, le but étant de conserver la clientèle et ce faisant, d’atteindre les objectifs de vente prévisionnels. Utiliser sa connaissance approfondie de l’activité du client pour s’engager dans une démarche proactive d’identification des opportunités et de création de solutions à valeur ajoutée. Engager le processus de vente en transmettant ces opportunités et ces solutions au Major Account/(Senior) Key Account Manager.

Fonction et responsabilités
- Intégrer de nouveaux clients e-commerce de A à Z.
- Assurer un contact principal avec les clients.
- Coordination avec les parties internes (Opérations, réseau, produit, IT, service client) pour une intégration réussie.
- Surveiller étroitement les performances lors du démarrage du client.
- Examiner les processus actuels et proposer des améliorations si nécessaire.
- Suivi des projets impactant le client (livraisons impossibles, renouvellements, retours, etc.).
- Résolution des plaintes clients liées à des problèmes structurels.
- Consolidation des plaintes répétitives et analyses de cause profonde pour des propositions d'optimisation.

Profil

Il va de soi que vous possédez de solides compétences commerciales et que vous apportez de la détermination, de l'enthousiasme, de l'énergie et une attitude positive à l'équipe. Nous aimerions mettre en avant les éléments suivants:

- Vous associez une expérience antérieure dans des fonctions en contact avec la clientèle et l'optimisation des processus à un esprit curieux et un intérêt pour la gestion de projet.
- Vous êtes un véritable joueur d'équipe et votre approche est centrée sur le client.
- Vous êtes une personne analytique et structurée, capable de plonger dans les détails et de travailler avec de grands ensembles de données complexes, tout en gardant une vue d'ensemble et une approche pratique pour établir le lien avec nos opérations. Vous pouvez penser de manière conceptuelle et évaluer les implications de vos analyses.
- Vous avez les compétences interpersonnelles et de communication nécessaires pour établir des relations avec les parties prenantes de l'entreprise. Cela en Anglais, et Français.
- Vous êtes un travailleur dévoué et avez démontré dans des expériences précédentes votre capacité à prendre en charge et à développer l'autonomie pour mener à bien les missions.
- Vous êtes un chef de projet capable de coordonner des projets/tâches avec diverses parties prenantes, et de suivre/contrôler en conséquence dans les délais définis.
- Vous avez la connaissance et expertise approfondies dans plusieurs sous-secteurs de produits et services de La Poste. Aussi la connaissance approfondie des règlements et procédures en vigueur.

**Application Procedure**:

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