Tornos, a global supplier of Swiss-type and Bar Milling manufacturing equipment, including the tooling, services, spare parts, wear parts, consumables and automation solutions that support these systems. Markets served by Tornos include: Aerospace, automotive, medical, tool and die manufacturing. Tornos is an international company focused on the future. We are always looking for talented people who support growing the business and whose capabilities can be enhanced. Today Tornos has more than 700 employees around the world. Just over half of our employees are based in Moutier, Switzerland, the other half of our employees being located in our production centers in Asia (China and Taiwan) and in our seven subsidiaries (United States, Europe and Asia).
Tornos Poland in Kąty Wrocławskie is looking for a:
This Customer Care Specialist (CCS in short hereinafter) is a job positioned in newly setup Shared Service Organization. In principle you would be responsible for managing customer requests for Tornos machinery installed at customer facilities throughout local and EMEIA market. This position serves as the key customer representative and the initial point of contact for the incoming telephone and email inquiries at Tornos and it is pure service customer role with some elements of technical knowledge (an asset only)
- Provide World Class Customer Support by ensuring customers’ needs are met quickly and efficiently by providing general customer request management
- New Parts Orders/Quotes/Information requests
- New Field Service Intervention Requests
- Take full ownership for all customer requests
- Cooperate efficiently with Service Factory / Shared Service organization
Customer Care Specialist:
- Answer customer calls or emails and create / register cases for each inquiry in a customer care system and validate and update customer information
- Follow-up system cases and take active ownership for high quality and timely solution delivery
- Ensure transferred calls are met with an appropriate and available Tornos employee
- Invite customers to call back if they are not totally satisfied
- Follow all assignments through to their completion: parts, field service, technical service or other and measures customer satisfaction
- Escalate and monitor unresolved concerns to next level
- For parts orders – enter orders or prepare quotation and provide delivery status
- For field service – enter service projects for field service technician assignments and dispatch field service technicians based on skills
Project Management Support:
- Provide administrative support for ongoing projects using agreed project methodology
- Creating and maintaining projects documentations and general templates, including action logs, project deliverables, schedules, risk training and more
- Control and manage project change
- Support project managers with stream reporting
Administrative Support:
- Act as administrative support for the organization transformation
- Creating and maintaining documentation
- Support in facility management
Technical:
- Project management basics
- Computer literacy
- Excellent work organization
- English in writing and speaking
Soft skills & abilities
- Customer Service focus
- Excellent communication étiquette both verbal and written
- Able to establish and manage relationship with customers
- Flexibility and Adaptability
- Details - orientation
Education:
- Master degree of administration / economics / technical / or relevant
Experience:
- Customer service care previous work experience
- Project management proven experience as support or PMO (an asset)
- Shared service organization work experience will be an asset
- Interesting and challenging work in the dynamic environment of the Machine Industry
- Gaining experience in an international team, operating on different European markets
- Package of benefits including private health care, life insurance
- Long-term, stable employment