Senior Specialist Customer Service Centre B2b H/F Philip Morris

Détail du poste

PURPOSE OF THE JOB :

Will execute the Customer Service Center strategy and market policies across all channels to provide the highest standards of service to our Field Force, Commercial Planning team, Retailers & Trade Partners. You will support in managing the relationship with one of the highest skilled teams from our 3rd Party CSC services provider.

MAIN MISSIONS :
- Defining the annual B2B Customer Care action plan by analysing opportunities and bottlenecks in relation to the overall sales strategy
- Propose, design and run training courses for CsC B2B staff
- BE a support in the development of B2B CsC skills
- Monitoring Call Center performance and quality of execution
- Cross-functional activities (Administration / Meetings / Training / Developing best practice)

PROFILE :

Master Degree

5 years of experience in related commercial areas

Accurate & timely completion of relevant processes & controls.

Fine attention to detail required to meet with PMI Global process frameworks

Position requires the ability to influence the deployments/ results, working with other teams