Valentin Vulpe

Handle end-to-end OTC process; Keep the customer service level performance at a high level; Prepare shipping instructions and follow-up for delivery; Issue financial documents (credit notes, debit notes) according to logistics and pricing claims; Support for sales department and customers: inform key account managers and customers about order status, products stock, availability, delivery dates and any other information related to orders.

Order processing in SAP; Provide information about orders/products to customers via e-mail/phone; Check and solve potential issues between purchase order and system information; Solve issues regarding damaged good, delayed shipments; Escalate any problems, delays, inconsistencies; Propose ideas for streamlining activities and take part in projects to implement these ideas; Update the working procedures periodically;

Manage large amounts of incoming customer calls regarding billing issues, product problems, service questions and general client concerns; Build sustainable relationships and trust with customer accounts through open and interactive communication; Handle customer complaints, provide appropriate solutions and alternatives within the time limits, follow up to ensure resolution; Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.

Contact potential or existing customers to inform them about products or services; Provide pricing details; Answer questions about products or the company; Ask questions to understand customer requirements and close sales; Up-sell and cross-sell; Meet targets; Record customer details including reaction to the product or service offered.

Present, promote and sell products/services using solid arguments to existing and prospective customers; Coordinate sales effort with team members and other departments; Meet personal and team sales targets; Keep abreast of best practices and promotional trends; Continuously improve through feedback.