CBS Customer Service Representative - Entry Level
Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks. It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases.
Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170 countries, has 111,200 employees and operates 67 production plants in 17 different countries. Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia.
MISSION:
Guarantees the correct order to invoice process, seeking a detailed organization and resolution of both party situations. Liaise with relevant partners to ensure on-time deliveries and service commitment
KEY EXPECTED ACHIEVEMENTS:
1. Right the first time in order management.
2. The customer relationship is executed by ensuring the quality level of service.
3. The instructions are respected, especially on the management of specific orders.
4. The order portfolio is analyzed according to the defined frequency.
5. The actions on behalf of sales force are executed, always in communication and accordance with the customer.
6. The corrections on incorrect invoicing are processed in a timely manner.
The process instructions and work methods of the activities performed are updated and contain the specifics required and these are in the proper share point.
PERFORMANCE MEASUREMENT
Ø Order Management
Ø Critical Activities
Ø Call recording evaluations
Ø CES results
Ø NPS (Net promoter score)
Ø Service Cloud cycle time
Ø Right the first time
Ø People Review
ORDER ENTRY
- Helps the customers with their daily order requirements.
- Follows up on orders with warehouses.
- When necessary, serves as mediator with sales, the carrier and the warehouse.
- CSR must follow Michelin policies. (Order management, returns, transportation)
- Share relevant information with customers.
- Provides support and assistance to the rest of the team in order to achieve the team objectives and the group objectives.
- Proactively alerts customer in case of any event, delay or failure regarding the service commitment and engages in the search for a solution to the Customer
- Performs basic root cause analysis and implements corrective actions to eliminate reoccurrences.
EXCELENT CUSTOMER SERVICE
- The CSR will exceed the service level provided to give an amazing experience to the customer when contacting us.
- Suggests alternative solutions for efficiencies and improvement of the process.
- Shares best practices across North America Sales Admin function.
WORK INSTRUCTIONS
- Has all process instructions and work instructions documented and filed in the proper sharepoint site. Every process and specifics of the accounts should have a document.
- Keeps process' and work instructions updated.
- Executes published work methods with assigned customers.
- Applies legal, fiscal and internal control rules.
- Recommends actions and evolutions to improve the efficiency of work methods, internal control compliance and customer satisfaction. (SIMPLY)
REQUIRED QUALIFICATIONS:
- Bachelor's degree.
- No prior experience required.
- Full English performance.
- Not required experience or internship experience.
- Skills: Communicating in an assertive manner, monitor execution, supporting and improving.
We care about giving People a better way forward!
**Michelin is a company committed with Human Rights as well as Diversity and Inclusion that promotes a culture of equity. In our company you will always be able to bring your true self to work no mattering your race, color, nationality, age, disabilities, religion, gender, sexual preference, marital status, etc.
