Aftersales Support Administrator with German

Employer: VERTIV
Domain:
  • IT Hardware
  • IT Software
  • Administrative Assistance
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • Cluj Napoca
  • Updated at: 15.08.2018

    The Ideal Candidate for us has...

    General knowledge of at least one of the following areas: MS Office, Oracle CRM, Oracle, SAP
    Excellent communications and interpersonal skills are required. Staff must represent a diplomatic and professional manner, sensitive to the needs of the customer but understanding of the priorities and commitments of the Technical Support resources. Other administrative duties assigned as needed.
    An eye for detail, self-motivated, comfortable working independently, with the ability to work within deadlines
    Ability to provide prompt and clear information
    Basic knowledge of logistics processes and order management
    Studies: high school or related studies
    English – advanced level (spoken, written)
    German – advanced level (spoken, written)
    Over 1 year of experience in customer relations

    Job description

    Providing first line support for aftersales warranty claims to Vertiv customers
    Controls all information received, adherence to the claim order and processes
    Actively communicates with other departments of the company to resolve complaints
    Actively communicates with customers in writing and by phone
    Analyzes and solves open complaints and assesses their causes in administrators liability
    Supports timely approval by technical departments for escalation
    Ensures regular reporting of complaints and informs about their customer status
    Responsible for timely and quality registration and archiving of all types of complaints to the relevant central system
    Generates and issue of necessary reports
    Provides effective complaint processing to meet the highest possible standards of quality and to ensure customer satisfaction
    Helps all customers understand the complaint process
    Controls and monitors the quality of the data (system and technical) provided by the main actors in the process of guarantee claims (especially MU)
    Answers any customer inquiries regarding the complaint process. If he / she is not able to answer specific customer inquiries, he will refer it to experts.
    Inserts free warranty orders for spare parts and products into their respective systems
    If necessary, it manages the removal of defective components from circulation in cooperation with the logistics department.

    Company details

    VERTIV, formerly known as Emerson Network Power is the world’s leading provider of critical infrastructure technologies and life cycle services for information and communications technology systems. With an expansive portfolio of intelligent, rapidly deployable hardware and software solutions for power, thermal and infrastructure management, Vertiv enables efficient, highly-available networks.

    WHAT WE DELIVER

    Hardware, software and services that are intelligent, resilient and rapidly deployable for:

    • Data Centers

    • Communications Networks

    • Healthcare Facilities

    • Industrial Facilities

    OUR FOOTPRINT IN CLUJ-NAPOCA

    In Cluj Napoca, we are present since 2006. We work as a SHARED SERVICE center, acting as a proactive business partner which brings strategic value to the organization and provides best in class services at a competitive cost by:

    • Developing a deep understanding and cohesion with its business units

    • Creating enough mass to provide consistency of service and allowing the ability to leverage people & expertise

    • Creating centers of excellence with specific skill sets

    • Focusing on continuous improvement and a performance management-oriented mindset

    • Providing a career vision for its employees