OBS - TRading Solutions
- Customer Service Manager
2010 - maintenant
Manage the supply chain from end to end to:
- Manage the maintenance and business stock in order to comply with delivery specifications contained in Service Level Agreement
- Process orders and stock replenishment using our ORACLE ERP (knowledge of stock management, ordering and billing modules)
- Develop and implement production tracking and quality control systems, analyzing production, quality control, maintenance, and other operational reports, to detect production problems (knowledge in Business Object, MYSQL and VBA)
- Analyze inventories to determine how to increase inventory turns, reduce waste, or optimize customer service.
- Implement a buffer stock based on business trends for orders (approximately 200 references to manage)
- Initiate and coordinate inventory and cost control programs.
- Ensure health and safety of our warehouse
- Ensure support and deployment of the company’s IT solutions (Remedy, Oracle, Sugar CRM, Knowledge tree…)
Manage the Customer Service Center based on the Gen&rgy technology:
- Serve as primary point of contact for any issue regarding ETRADEAL, ETRALOG technologies in order to provide reporting and resolution for all clients of the American continent (USA, Brazil, Mexico)
- Act as senior level contact for escalation of critical incidents on the following technologies: ETRADEAL, ETRALOG, NICE, CYBERTECH, HP
- Liaise with Director of Operations to provide continuous service to clients
- Visit clients sites to perform customer services & technical site surveys
- Monitor Operations team performance, development and satisfaction by monitoring ETRALAB and manage training plan utilizing Skillsoft technology
