RESPONSABILITATI / BENEFICII:
1. GENERAL SCOPE OF THE JOB:
Offering customer operational support and processing all transactions received from customers/stake holders/country and functional representatives.
2. JOB OBJECTIVES:
- Managing the relationship with customers/stake holders/country and functional representatives
- Checking status for all contracts created
- Contract renewal
- Invoice releasing
- Addressing and solving all written/verbal requests and complaints received from customers/stake holders/country and functional representatives
- Acts as one contact to the customer, communicating all relevant information and ensuring customer satisfaction
- Monitors and processes all transactions (IMOS, SCAN, SAP) on a daily basis, runs reports and identifies solutions for all the issues occurred
- Proactively monitors backlog of service contracts using different tools and reports and works to avoid escalations
- Manages exceptions and special cases
- Provides customers with solutions when problems arise, efficiently utilizing the Carestream network
- Ensures that Carestream policies, legal regulations and audit requirements are met and maintained
- Contributes with ideas for process improvements
- Takes part to activities of collecting, archiving and evaluating data referring to customers/stake holders/country and functional representatives perception on the Service Contracts Administration team
- Manages all quality incidents reported by the customers/stake holders/country and functional representatives
3. PERFORMANCE INDICATORS:
1. Correctly updating and filling in of the tracking files within deadline
2. All of the invoicing allocated, within deadline
3. Complying with the established turn around time for calls and e-mails
4. Errors/escalations coming from TL or Carestream customers/stake holders/country and functional representatives
5. Complying with the breaks allocated and work schedule
6. On-time delivery on the tasks asssigned by the team leaders, including one-off projects
7. All contracts/warranty offers done/sent in established timelines
8. All contract acceptances/PO’s received accepted within the agreed period
9. Quality of communication with the customers/stake holders/country and functional representatives measured through their feedback, based on standard survey activities (Csat/Caremeter).
10. Quality / data entry accuracy.
11. Transaction monitoring as per the quality guidelines. |
DESCRIEREA COMPANIEI:
Carestream Health is a worldwide provider of dental and medical imaging systems and healthcare IT solutions; molecular imaging systems for life science research and drug discovery/development; x-ray film and digital x-ray systems for non-destructive testing; and advanced materials for the precision films and electronics markets.
Carestream Health Romania is the newest branch of mother company and is acting as a Shared Services Center for EAMER, covering customer orders services, service contracts administration, customer care dispatch. |
