Bilingual Customer Service Representative \- \- \- \- \- \- \- \- \- \- \- \- EXPECTED KEY RESULTS Order and delivery management • Captures, records and processes customer orders in accordance with their needs, contracts and defined service levels • Proposes product alternatives in case of product discontinuation or stock unavailability • Where applicable, optimizes, plans and coordinates deliveries with customers and partners Execution follow\-up • Manages the customer order portfolio and ensures execution tracking • Liaises with relevant partners to ensure delivery deadlines and service commitments are met • Proactively informs the customer in case of issues, delays or inability to meet service commitments, and seeks solutions for the customer • Informs and follows up with customers Request management • Captures customer requests and complaints • Analyzes and provides appropriate resolution or response to issues • Contacts, follows up and closes the loop with the customer • Conducts initial root cause analysis of problems and implements appropriate corrective actions to prevent recurrence • Shares recurring issues with relevant internal partners to identify solutions Sales support • Identifies sales opportunities related to orders, requests and customer portfolio management Implementation and improvement of work methods • Applies standards and procedures (including internal control rules, embargoes, etc.) • Contributes to continuous improvement to enhance work methods and customer satisfaction