Customer Service Advisor & Supply Chain Coordinator
Code (1292 & 1398)
Responsibilities
Responsibilities
Responsibilities
Qualifications
Code (1292 & 1398)
Responsibilities
Customer Service:
·
Welcome all customer on the phone.
·
Telesales of the Group’s products
·
Management of day-to-day relations with distributor and/or user
customers.
·
Follow-up of customer orders.
Supply Chain:
·
He/she carries through Cie Supply Chain objectives (Quality
of forecast, stock policy)
·
He/she is the guarantor for the application of Supply Chain
standards in local operations,
·
He/she is the correspondent concerning all the Supply Chain
topics.
·
He/she participates in the development and validation of D2C
service offer deployments
·
Coordinate to support commercial activities, inventory
effectiveness, report KPIs follow up
Key Expected Results
Customer Service:
·
Take into account and respond to customer commercial requests, by
proposing – if necessary – alternative solutions
·
Record customer orders
·
Selling distributed Michelin group products in the country by
phone
·
Ensure order processing and monitoring of customer portfolios
·
Answer technical questions under control or transfer to the most
competent service
·
Ensure liaison and additional action of field commercial teams
·
Customer complaint management: invoicing, accounting, credit
·
Integrate logistical complaints
·
Follow up of back orders by customer
·
Satisfy and ensure customer loyalty
·
Reliability and solidity of data entered
·
Contribute to commercial objectives
·
Reliable and timely processing of orders
·
Reliable and solid processing of product entries
·
Complaints are processed with the relevant services, the problems
solved and customers informed
·
Reporting data accuracy (regular basis, and time to time based on
business request)
Supply chain
·
Manage the Bib Export tool.
·
He/she is the contact point for Mi supplier (transityres).
·
Demand forecasting and Sales Planning process .
·
Responsibilisation and involvement of those concerned in the
building of the forecast.
·
Any incoherences in the forecast (argumentation and result) are
identified.
·
Any difficulties encountered (arbitration,…) during the
forecasting process are dealt with or referred to management.
·
Action plan applied and monitored.
·
Commercial actions launched locally are validated
·
Local SC indicators meet objectives
·
Corrective action plan put in place if bad results persist
·
Identification and propose to management , new service offers
which are relevant to the needs expressed by customers.
·
Follow-up of products importation status with logistic cie.
·
Challenge internal and direct shipment customers’ requirements
·
Local problems (D2C, Log, Marketing) are taken well into account
when new SC service offers are developed.
How to Apply
Account Development Manager
Code (1285)
MISSION
Develop his business portfolio (geographical or segmentation, etc)
through the sales of offers (product/service/solution) to Customer (Direct,
Indirect, Professional End User, Dealer, Fleets, OE maker)
Responsibilities
Account Management
·
Gathers information from the customer to understand their needs
and detailed requirements.
·
Oversees monitoring of relationships including lessons learned and
appropriate feedback (close the loop).
·
Develops/generates new leads by monitoring trends, conducting
research, identifying opportunities, cold calling and making appointments.
·
Educates and develops rapport with internal and external
customers, promoting partnerships, seeking feedback and proactively addressing
customer needs and requests.
·
Expands customer buying centers and use cases, while leading the
customer account planning cycle and ensuring that all customer needs and
expectations are met.
·
Develops communication and training programs to
inform sales and marketing teams of new product launches and changes in
organizational strategy.
·
Develops processes and procedures to optimize account management
efforts and ensure sales goals are achieved.
·
Monitoring of the credit of the customer following the policy of
the company.
Opportunity Management
·
Develops sales action plans for targeting leads, converting them
into sales.
·
Manages own territory by allocating time and resources.
·
Develops and maintains mid-term territory plans.
·
Gathers and disseminates competitor market intelligence.
·
Maintains and updates customer target list.
·
Participates in strategic lead generation and development of
target markets.
·
Identifies new, profitable business potential in specific markets.
·
Monitors partnership arrangements to ensure that the objectives of
the partnership remain on target.
·
Influences various partnerships to meet multiple goals.
·
Analyzes complex information, identifies patterns and
implications; understands that the root cause of an issue may initially appear
to be unrelated to the issue.
Product, Service & Industry Knowledge
·
Pitches own organization against competition in generic terms.
·
Identifies related industries that may have an impact on own
industry
·
Matches product knowledge to the implicit needs of the customer.
·
Troubleshoots product related problems.
Negotiating
·
Reaches mutually acceptable solutions in straightforward, formal
negotiations with internal or external stakeholders (e.g., negotiates with
external contractors on straightforward service delivery; negotiates with other
departments on cost sharing).
·
Selects an approach to negotiation based on an understanding of
each party’s interests and priorities.
Customer Value Management
·
Develops and executes channel and customer promotions/programs
that leverage national brand ideas/thinking and consumer insights to drive
increased consumer preference and customer activity.
·
Works with sales strategy and planning partners to ensure forecast
accuracy, maximization of opportunities and development of plans to deliver
against organization’s objectives.
·
Identifies business opportunities based on knowledge of clients,
markets, products and services.
·
Coordinates planning activities with other functions and
stakeholders within the organization.
How to Apply
Marketing Manager B2B, B2C & Digital
Job code: 1296 + 1842
MISSION
Marketing:
Capture/gather and analyze information relevant for the entity to
help facilitate the pilotage commercial for accurate and confident
decision-making in determining market opportunity, market penetration strategy
and business performance
Manage the deployment of the products and services offer in line
with marketing plan and the territory’s commercial launch agreement that
address the market and target segment needs to extract full value.
Digital:
Organize and implement an effective Brand presence supporting the
brand communications, implement e.commerce platform including
web-to-store for Distributors.
Launch and develop digital tools supporting sales force
activities.
Responsibilities
Advertising and Promotion
·
Manages the generation of creative concepts and ideas.
·
Keeps up-to-date on trends and developments in design, materials,
techniques and technology
·
Initiates and manages discussions with sponsors
·
Participates in agencies brief.
Branding & Positionning :
·
Ensure the coordination and the deployment of the portfolio of
products/service through the brand deployment strategy.
·
Balances the needs of the individual product launches and
prioritizes across the branding portfolio to achieve overall objectives.
·
Ensures that the value propositions as a strategy to achieve
desired market position.
·
Prioritizes resources for target segments that are most profitable
as well as best aligned with the organization’s long-term strategy.
·
Manages integrated marketing communication strategies and budgets.
·
Sets and monitors all aspect of the marketing mix (i.e. integrated
marketing communications, customer loyalty, product content for marketing
communications materials)
·
Ensures that marketing communications are consistent with brand
and organizational standards.
·
Tailors marketing communications for target audience.
·
Uses customer data to segment the market and identify the ones to
pursue
·
Monitors brand awareness/performance to identify possible changes
in brand strategy.
·
Insight Management and Industry knowledge:
·
Identifies customer/end user trends and the different types of
insights.
·
Collects & synthesis data from multiple sources in order to
inform the creation of customer/end user insights for the BSM.
·
Identify main competitors’ product/services positions in the
market.
·
Identifies high impact opportunities for enhancing the customer
experience.
·
Supports ongoing product literacy efforts to inform employees and
customers about the latest customer experience innovations.
·
Utilized the selected data modelling solutions needed to meet
business requirements and root cause analysis.
·
Applies Pilotage commercial approach to facilitate the achievement
of business results. Content Marketing
Content Marketing
·
Monitors content consistency across all properties and between the
sales and marketing departments.
·
Collaborates with design team to create new assets that embodies
the brand.
·
Works closely with marketing team to write user stories, training
and requirements.
·
Performs basic content development activities under direction
(e.g., product updates, brand reviews, partner information).
·
Applies integrated content principles, practices and tools to own
work when developing simple digital marketing communications products.
·
Multi-Channel Marketing
·
Implements the multi-channel annual plan in collaboration with the
marketing and sales teams.
·
Provides inputs for all campaigns.
·
Identifies and develops metrics to measure success of enablement
platform and identifies opportunities to increase conversion and value.
Marketing
Planning
·
Drives strategic growth in defined consumer targets by aligning
product and appropriate distribution channels including wholesale, e-commerce,
and retail.
·
Assesses the potential impact of wider environmental forces on the
marketing strategy e.g. culture, ethics, economics, politics, legal frameworks
and sustainability.
·
Coordinates with departments, segments, and organization’s
counterparts to ensure continuous alignment between organizational strategies
and investments.
·
Builds effective leadership accountability in utilizing consumer
insights by creating consumer-focused strategic plans and respected
decision-making.
·
Produces realistic and achievable work plans
·
Develops back-up plans to handle potential obstacles.
·
Renegotiates commitments or deadlines as circumstances dictate,
ensuring “no surprises” at the expected completion.
·
Evaluates objectives against business plan
Marketing Strategy & metrics
·
Identifies the need for additional information to support
marketing strategy development.
·
Makes initial recommendations on appropriate methodologies and
tools to operationalize the marketing strategy.
·
Identifies trends in market and consumer research and seeks
possible causes and rationales regarding opportunities and problems.
·
Regularly measures market, competitive, and business performance
in order to anticipate trends.
·
Analyzes measurement data to inform the evaluation of the
marketing strategy.
·
Interprets outputs from organizational control systems to inform
the monitoring of the marketing strategy.
·
Participates and guides the review of marketing activities using
established measurement criteria.
·
Develops metrics and Key to Performance Indicators assist in the
evaluation of marketing activities
·
Pricing and Profitability Management
·
Monitor price competitiveness and identifies business issues and
opportunities by analyzing financial and non-financial data.
·
Achieves revenue management goals and aligns with budget.
·
Performs appropriate profitability analyses(Pilotage Steering) and
makes recommendations to support short- and long-term
decisions(corrective/optimization) actions.
·
Demonstrates an understanding of the relationship between pricing
and the overall financial, marketing and strategic objectives of the
organization.
DIGITAL:
·
Strategic eCommerce
·
Launching a platform for eCommerce .
·
Describes key performance indicators and their importance to
manage marketing performance across digital commerce platforms and communicate
results/value to leadership team.
·
Describes key digital commerce strategies at a basic level (e.g.,
B2B vs. B2C, auctions, portals, classified, mobile payments, etc.).
·
User Experience
·
Defines basics of usability testing to evaluate the experiential
world of the customer.
·
Defines the concept of key consumer groups based on their
value-add to the organization.
·
Locates key touchpoints within the customer journey map.
·
Launching and implement TyreCheck for EU Fleet
·
“ in.Bill” offer to be study.
·
Supporting and monitoring “Salesforce.com” implementation in the
country.
Qualifications
·
Branding & Positioning
·
Insight management
·
Integrated Marketing Communications
·
Marketing Planning
·
Multi-Channel Marketing
·
Marketing Stategy
·
Pricing & Methods
·
Digital Marketing
·
Strategic eCommerce
·
User Experience Management
·
Profitability Management
How to Apply