کارشناس خدمات مشتریان و فروش

Job Description

● Providing administrative support to the users of SFE monitoring tools (CRM/CLM and BI system) by responding to their daily inquiries. ● Monitoring sales force progress and Key Performance Indicators (KPI) related to SFE and OCE by providing and developing weekly, monthly, quarterly and annual analyses and Omni channel excellence reports. Making tactical decisions, and providing corrective actions, tools, and best practices to sales managers at all levels for field force deployment and optimization. ● Designing reports and dashboards for all sales force levels in order to increase their overall effectiveness and make sure that the sales force has the information they require to manage their areas of responsibility. ● Checking the alignment between the PST questionnaire and team strategy, running surveys in CRM, data consolidation, ensuring data quality, importing the collected data into the PSTA tool, and implementing the new segmentation in the CRM system. ● Performing maintenance tasks in CRM system (HCPs database) to guarantee quality (ETMS). ● Managing system upgrades; following up on system problems with regional ITS and CRM/CLM/BI support team. ● Performing regular maintenance tasks such as field force hierarchy, product updates, and customer segmentation updates. ● Coordinating training for new users and preparing materials and guidelines to ensure a complete understanding by the FF. ● Communicating new enhancement with sales and marketing. ● Interacting with marketing teams to update the CLM with new materials. ● Supporting the business units and sales teams on a regular basis by providing them with the requested data and KPIs, uploading their surveys into the CRM/CLM, and reporting the results. ● Identifying data and reporting needs of business users and functional units, translating those business needs into business reports maintaining compliance. ● Taking personal accountability to use personal experience and knowledge, as well as the training and tools provided by the company, to maintain a good knowledge and understanding of all ethics and governance relevant to the role (including the Industry code of practice, company policies and procedures and any relevant legal requirements) and demonstrate personal leadership in applying these to all work undertaken. ● Escalating any decisions, or seeking the support of colleagues or management if personal knowledge and understanding are not at the level required to carry out any part of the role of environmental and safety leadership to care for his/her own safety and well-being and the safety of others, and to co-operate with the company to ensure a safe place of work. ● Supporting and conforming to company safety rules and procedures to ensure a safe and healthy working environment. ● Reporting any accident, incident, or near miss, whether it be personal injury or property damage. ● Assisting in the investigation of accidents with the objective of introducing measures to prevent recurrence thoroughly reading all safety documentation issued by the company and complying with its requirements. ● Escalating any doubts or uncertainties to their supervisor and/or manager.