Mis

• Mission:
  

  Resolve customer issues and develop an excellent customer experience. With the target to find an optimal solution for the customer, create necessary links between the world-wide distributed Customer Service Representatives (CSR) and headquarter departments such as development, production, quality management, technical specialists and top management. Technology interest and customer focused thinking is a must.

  
  

  This position foresees to develop a candidate within three years to become the senior responsible for claim management. As part of the global Service and Asset Management organization the position allows for a further horizontal career development into the direction of a technical expert or asset management expert with global activities.
  

  
  

  Job Description

  
  

  Context:

  
  

  The (Technical) Customer Claim & Satisfaction Administrator Role and Responsibilities focus on the efficient interfacing between the customers interests and ADB Safegate’s internal departments. All customer issues are communicated to Customer Service Representatives (CSRs) which are based globally “nearest the customer. Such issues can be defect products, wrong deliveries and many more. CSRs solve these issues as “locally” as possible. However, for several issues, the local CSRs need additional support from the headquarter, e.g., from development. This is where the (Technical) Customer Claim Administrator takes primary effect.

  
  

  The (Technical) Customer Claim Administrator, as part of a wider team, takes up those requests that cannot be fully handled/resolved by the Customer Service Representative (CSRs), initiate measures inside the company to close the issue, tracks and traces the measures and plays back the result to the CSRs.

  
  

  The (Technical) Customer Claim Administrator is part of the global Service and Asset Management organization of ADB Safegate. Thus, the (Technical) Customer Claim Administrator will be part of a team of highly skilled technical experts with the focus of bringing this technical expertise in an understandable way to the customer.

  
  

  Being the backbone of the CSRs with the target to provide the maximum customer satisfaction.

  
  

  Mediate between the customer needs and the internal departments and constraints / priorities.

  
  

  Informing the CSRs on the company internal status of measures.

  
  

  Backing up the local / regional CSRs during their absence

  
  

  Administrative tasks related to claim management, e.g., creating reports on issues or root cause analysis etc.

  
  

  Contacts (Internal / external)

  
  
  • Customer Service Representative
  
  
  • Development
  
  
  • Supply Chain
  
  
  • Technical Service
  
  
  • Quality
  
  
  • Production
  
  
  • Customers occasionally
  
  
  • Suppliers occasionally
  
  

  Skills/Qualification

  
  

  Business Skills

  
  
  • Good communication skills also in emotionally charged situations
  
  

  Experience

  
  
  • Experience in dealing with customers, social interaction
  
  

  Education

  
  
  • ADB Safegate offers a broad portfolio that allows for many different educations to fit. Key is the customer-oriented mindset and technical education being a plus.
  
  

  IT-Skills

  
  
  • Office skills.
  
  
  • Experience with a claim / issue management system is a plus (i.e. JIRA).
  
  
  • SAP knowledge is a plus.
  
  

  Languages

  
  
  • English
  
  
  • Any other language is a plus
  
  

  Competencies

  
  
  • Attention to detail
  
  
  • Well organized
  
  
  • Quick understanding of processes
  
  
  • Basic planning and reporting skills.
  
  
  • Results / Target focused