Experience

RhinoShield

• France
• Manufacturing
• 1 - 100 Employee

• EMEA Customer Service Coordinator & Knowledge Manager

  • Jan 2021 - Present

  - Implemented knowledge and project management platforms (Get Guru & ClickUp) to streamline internal information sharing and processes coordinating with training, admin, and HR teams. - Developed and maintained 1000+ cards utilized by 50+ employees.- Managed a team responsible for handling payment issues, including training new members. Successfully maintained a loss rate of less than 1% for PayPal cases.- Took ownership of creating, updating, and correcting FAQs (100+ articles) on the EMEA 4 websites.- Led project management initiatives, such as organizing Black Friday events and launching a new distribution platform.Contributed to design team's key performance indicators (KPIs) and conducted data analysis. Show less

• French Customer Service Specialist

  • Mar 2020 - Jan 2021

  - Daily order management: Tracking deliveries, resolving complaints, and providing product support during high-pressure periods.- Contributing to customer loyalty through sales policies and addressing dissatisfaction.- Improving customer service processes with standardized responses and efficient handling of PayPal disputes.- Collaborating with IT and marketing to identify website issues.



Technogym

• Italy
• Wellness and Fitness Services
• 700 & Above Employee

• Logistics and Customer Service Officer

  • Aug 2017 - Aug 2019

  - Manage fitness machine orders (leasing and traditional) with DLL bank and provide information to customers (hotels, hospitals, private clients, sport clubs, key accounts). - Invoicing following company policy (discounts, sales ownership, invoicing address, line of business, VAT). Analyze key indicators (turnover, backlog, stock) for insights. - Efficiently manage stock levels for shows, demos, and events, aiming to minimize stock. - Handle transport management, including delivery follow-ups, and provide proactive information to customers. Show less



CLAAS

• Germany
• Machinery Manufacturing
• 700 & Above Employee

• Logistics and Customer Service Officer

  • Jul 2012 - Aug 2017

  - Follow up of combine harvesters, forage harvesters, balers and mowers orders portfolio on a geographical area: validation, scheduling into production series, order modifications. - Stock management: training machines, shows/events machines, production slots – Communication to the retail network (dealers and salesmen) - Transport management - Customers invoicing: Prices, Terms, Discount–Suppliers invoicing: Transport costs, specifications changes costs checking - Litigations solving, claim technical approval (Registration documents, Certificate of conformity) Performance indicators follow-ups & data Analysis. Show less



Air France KLM Martinair Cargo

• Netherlands
• Airlines and Aviation
• 700 & Above Employee

• Customer Service Officer

  • May 2011 - Apr 2012

  - Meeting Customer Information Needs: Products, Schedules, Connections, and More - Converting Quotation Enquiries into Reservations - Accurate Processing of Pre and New Bookings - Maintaining a Joint AF/KL/MP Customer Database - Meeting Customer Information Needs: Products, Schedules, Connections, and More - Converting Quotation Enquiries into Reservations - Accurate Processing of Pre and New Bookings - Maintaining a Joint AF/KL/MP Customer Database



IMTEC

• Plastics Manufacturing
• 1 - 100 Employee

• Logistics Assistant

  • Apr 2010 - Aug 2010

  - Customer Service: Order Reception, Dispute Resolution, and Inventory Management - Supplier Evaluation: Assessing Over 100 Suppliers for Timeliness, Quantities, Quality, and Certification - Customer Service: Order Reception, Dispute Resolution, and Inventory Management - Supplier Evaluation: Assessing Over 100 Suppliers for Timeliness, Quantities, Quality, and Certification