Customer Service Officer

Customer Service Officer

Company: Alstom

We create smart innovations to meet the mobility challenges of today and tomorrow. We design and manufacture a complete range of transportation systems, from high-speed trains to electric buses and driverless trains, as well as infrastructure, signalling and digital mobility solutions. Joining us means joining a truly global community of more than 36,300 people dedicated to solving real-world mobility challenges and achieving international projects with sustainable local impact.

For Services business, located in Sesto San Giovanni (MI) we are looking for a Customer Services Officer.

Operations:

• Manage Customer inquiries, orders and returns as well as Customer complaints.
• Perform Customer communication with relevant stakeholders in case of critical items (supported by Sales, aligned with Customer Director).
• Collect timely and compliant cost input from external and internal suppliers.
• Contribute to continuous improvement actions in country/cluster/region as per APSYS roadmap.

Delivery Performance:

• Monitor delivery KPIs for your Customers with associated root cause analysis and improvement/recovery action plan.
• Participate in performance reviews with Supply Chain, Procurement and Repair Centres in country/cluster and implement improvement actions, orchestrate communication towards Customers.
• Collection of Customer needs, pain points and identification of opportunities in each Customer segment, providing feedback to Business Development/Sales.
• Use End to End process in SAP/GSI and adopt other tools (e.g., Customer Service Cockpit, PartsFolio, Customer Portal).
• Use of Parts 360 to reduce Time To Quote (TTQ) by leveraging historical data (Costing and Pricing).
• Leverage e-commerce solution for creation of public parts catalogues and onboarding of new Customers.
• Deep understanding of global standard processes and tools and their local application (supported by local and global Business Process Owner - BPO).
• Customer Delivery performance management.
• Customer relationship management.
• Demand management.
• Materials requirements planning.
• Supply chain information systems.
• Transport and distribution.

An agile, inclusive and responsible culture is the foundation of our company where diverse people are offered excellent opportunities to grow, learn and advance in their careers. We are committed to encouraging our employees to reach their full potential, while valuing and respecting them as individuals.