Internal Customer Success Representative

You have a passion for quality service. You are known for your ability to understand the customer, their reality, needs, and aspirations. You are a team player with customer happiness as a priority. You know and accept that the result of actions and the quality of customer success service plays a key role in the company's reputation. STAS is interested in you.

At STAS, we believe in the power of innovation and collaboration to transform the industry. Through our equipment, we accelerate the progress of our clients in the industrial sector so they can improve their efficiency and sustainable impact on society. To fulfill our destiny, we are looking for individuals who are passionate and aligned with our core values:

1. Respect: Every voice matters, and we encourage an environment where everyone feels heard and understood.

2. Creativity: We encourage creativity, bold ideas, and the pursuit of new solutions.

3. Fun: We are a passionate team that respects the balance between work and personal life. You will be surrounded by talented and motivated individuals who share your vision.

4. Family: STAS is a supportive community. We support each other, celebrate successes, and face challenges together.

5. Customer Satisfaction: You will have the opportunity to work on challenging projects that have a real impact on society and meet customer needs.

Role:

The internal representative plays a key role in analyzing technical requests from customers and mobilizing the necessary resources to respond. The ideal candidate will have proven experience in internal representation of after-sales service.

Responsibilities:

1. SUPPORTING VARIOUS STAGES IN PLANNING CUSTOMER SUPPORT ACTIVITIES

• Welcoming customer requests and entering them into management systems.

• Monitoring each assigned customer request, gathering information, and defining the importance and priority of each request.

• Coordinating planned service interventions.

• Knowing how to mobilize the right resources at the right time to respond to customer requests.

• Responding to requests in accordance with established procedures and agreed-upon deadlines.

2. SUPPORTING THE ANALYSIS AND PROBLEM-SOLVING STAGES OF CUSTOMER SUPPORT ACTIVITIES

• Participating in internal and external investigations to gather all necessary information for case resolution.

• Facilitating communication between the customer and the company by translating the customer's voice to internal teams and vice versa.

3. ENSURING CUSTOMER SATISFACTION

• Building and maintaining a trusting relationship with customers by actively listening to their needs and proposing tailored solutions.

• Creating and maintaining harmonious relationships with customers to build loyalty and ensure their satisfaction.

4. SHARING EXPERTISE

• Occasionally contributing to the development of service offers, parts offers, and refurbishment or modification offers for existing equipment.

• Sharing technical and commercial knowledge with the customer.

• Transferring knowledge to colleagues with less experience.

Requirements:

• Degree in electricity, mechanics, or any other relevant field OR equivalent professional experience.

• 2 years of experience in after-sales service and 5 years in the manufacturing sector.

• Computer skills: CRM, Windows, Excel, Word, and Outlook.

• Fluency in French and English.

• Available for occasional business travel.

Skills and Competencies:

• Interpersonal skills.

• Strong problem-solving abilities.

• Communication skills.

• Attention to detail.

• Distinctive collaborative work ability.

• Analytical and synthesis skills.

• Excellent organizational and priority management skills.