The Non Catalogue Executive acts as the main contact for Key Account Management to ensure efficient handling of customer inquiries related to Non-Catalogue items. Responsibilities include processing orders, improving customer relationships, analyzing customer needs, and implementing business process improvements.
Main contact for KAM to manage customer NC inquiry to ensure efficiency in NC management between internal stakeholder and the customers to achieve seamless customer NC order process experience with Lyreco
- Address customers' requests and queries on Non-Catalogue item that is not available within Lyreco
- Analyse customer information and needs to improve customer relationships and experience
- Execute order processing and order fulfilment tasks
- Gather customer feedback from multiple sources including surveys
- Identify risks associated with different approaches of business process change
- Implement business process improvement solutions to achieve effectiveness in customer service operations
- Maintain the client contact database to ensure it is up-to-date
- Provide feedback and suggestions on how to improve processes
- Record customers' requests and follow-up actions into database system
- Support the implementation of appropriate customer service channels and solutions for managing customers' concerns
- To be liaising with Sourcing team for follow up action as require
- Any other adhoc duty within the job scope as and when required by the management
Qualifications
- Minimum Diploma in any studies
- Proficient in Microsoft Office (particular Excel), good listening skill and passion for excellent customer experience; good telephone communication skill; good sourcing and ngotiation skills;
- Knowledge in SAP System.
- Physical competence
- Proficient in English
- Good Communication skills with clarity and precision
- Minimum 1 year working experience as customer service in B2B or service based einvironment
Top Skills
Excel
SAP
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