Senior Specialist / Parts Operation – Sales
Samsung Gulf Electronics, MENA CS RHQ
مجموع سنوات الخبرة :6 years, 1 أشهر
Design and create plans of action for the various stages of the customer service process;
Continuously monitor metrics and leverage customer feedback to drive continuous improvement of service
practices;
Develop and implement in-house educational programs that increase productivity;
Executing, monitoring, and managing customer order processing;
Managing the data and parameters adjustments for optimal parts suggestions to partners. Improving the accuracy
of inventory at partners;
Close cooperation with Logistics, Planning, Sales, and Warranty, Service Tracking teams to ensure end-user
satisfaction;
Identifying new business opportunities within existing clients, building and maintaining client relationships;
Achieving determined targets according to plans determined by the company management and within the company policy;
Developing new business opportunities;
Building relationships with Sales Team and customers, dealing with different nationalities and personalities, and
putting always customers at ease;
Planning and implementing strategies to achieve constant improvements within RHQ, Subsidiary & customer
satisfaction;
Holding responsibility for the overall KPI monitoring and on-field service process improvement;
Planning an appropriate level of inventory at partners, managing surplus through relocation;
Pending repair order management and pending parts order reconciliation;
Generating daily, weekly and monthly reports for management;
Submitting timely reports to management and issuing escalations involving relevant stakeholders.
Held the overall responsibility for the sales support tasks for Area Manager (Eastern Europe & Russia, Middle East) - yearly target, initial investments, quota achievements, etc.;
Developed strong relationships with key accounts and decision-makers at multiple levels;
Maximized opportunities to optimize the spend and exceed commercial sales target;
Developed a growth strategy focused both on financial gain and customer satisfaction;
Developed and expanded company clientele database while established personal relationship with clients, thus
advertised new products and services through regular visits and frequent communication;
Designed Pre-sales presentations of company’s products and services to Key Clients / VIP clients;
Consulted and promoted the most effective cover for a particular need, considered many factors;
Delivered outstanding customer service by responding swiftly to queries and concerns from the clients;
Maintained detailed knowledge of new and existing products by liaising with colleagues;
Identified improvement areas and plans and implemented systems to boost company effectiveness;
Worked with underwriters to amend policies where necessary to meet client demand;
Held the overall responsibility for the Back Office support including but not limited to: Contracts, Sales, Marketing,
CS, Regulatory Affairs, MedEd, Legal, and Compliance;
Managed congresses, team meetings, tenders’ preparations, new markets set up;
Handled the Medical Education Organization: surgeons’ trainings (per quarter), congresses, conferences.