The Sales Partner Support Team oversees functions such as customer complaints management, ICC maintenance
(Individual Cylinder Control), support for sales system, product and service information; has as main focus
the customer satisfaction by delivering high quality service, using professional language in contact with both
internal and external customer, keeping professional attitude in any case of conflict situation.
The Sales Partner Support Analyst is the first level support for all client sales partners all over Germany, being
a mix between front office activities - 30% and back office activities - 70%.
Our client future colleague is an organized person who can set priorities, has great DE communication skills (both
written and verbal) and loves to interact with customers, investigate cases and provide resolutions.
Key transition responsibilities:
− Participate to the knowledge transfer (on site, no travel) and interact appropriately with trainer(s) and
other contact persons of the local organization;
− Prepare the documentation according to transition and operational methodology, create and update job
aids, work procedures, and inform the customer, the manager and team colleagues about changes and
− Assure proper knowledge cascade in team and constantly offer support to colleagues;
− Offer feed-back to the direct manager regarding working experiences and daily activities;
− Prepare, run and deliver periodic reports and analysis related to processes, required by management or
customer as part of business dynamics.
Key operational responsibilities:
a) Customer service:
− Answer incoming calls and provide resolutions to customer's emails;
− Management of customer complaints;
− Identify and escalate issues to supervisors;
− Provide product and service information to customers;
− Perform corrections and changes regarding incorrect entries or transactions;
− Provide support and fix scan errors;
− Provide support regarding the use of the sales system;
− Provide support regarding system and hardware problems;
− Monitor the monthly document posting (monthly closing VP documents);
− Provide support regarding the release test's for innovations in the system.
b) Document processing via mail and electronic mail:
− Receive, verify and process, on a monthly basis, all the documents received from Germany, according
to the procedures and contracts concluded with the dealers;
− Receive, register and verify data and information in the system;
− Ensure the transmission of documents via mail, fax, electronic mail, draft and deliver documents and
situations required by management.
c) Corrections and solving complaints:
− Analyse complaints and requests from customers and propose solutions; Request approvals, when
necessary, for implement corrections and changes; Communicate solutions and feedback to the
− Processing of system errors related to generated quotations: checking and correcting the errors caused
by the system or of those related to the personal data of the customers, erroneously entered in the
database; Correction of errors during processing.
• Great communication skills, both written and verbal;
• Mandatory advanced level of German language (B2-C) and medium level of English language;
• Good knowledge of MS Office package (Outlook, Excel, Word, PowerPoint);
• Equivalent knowledge and experience using ERP systems (SAP preferential);
• Call-center support and customer service experience;
• Focus on customer satisfaction;
• Detailed oriented and problem-solving skills;
• Ability to work efficiently in a fast-paced, process-driven environment.