Customer Service Lead
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Job Location:
West Mifflin, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
9 days ago
Vacancies:
1 Vacancy
Job Summary
At Alstom we understand transport networks and what moves people. From high-speed trains metros monorails and trams to turnkey systems services infrastructure signalling and digital mobility we offer one of the industrys broadest portfolios. Every day more than 80000 colleagues lead the way to greener and smarter mobility worldwideconnecting cities reducing carbon emissions and helping shift the world away from car dependency.
Overview
We are seeking a dedicated and customer-focused Customer Service Lead to support the Railway Maintenance & Repair (RMR) this role you will oversee customer order management communication performance monitoring and continuous improvement initiatives to ensure high levels of customer satisfaction across your assigned portfolio.
Key Responsibilities
Operations
Manage customer inquiries orders returns and complaint resolution.
Serve as the primary communication point for critical topics coordinating with Sales and the Customer Director as needed.
Collect timely and compliant cost data from internal and external suppliers.
Contribute to continuous improvement initiatives in line with the APSYS roadmap at the country cluster and regional levels.
Delivery Performance
Monitor delivery KPIs for assigned customers including root cause analysis and the creation of improvement and recovery action plans.
Participate in performance reviews with Supply Chain Procurement and Repair Centres implementing corrective actions and ensuring clear communication with customers.
Business Development
Gather customer needs and pain points identifying new opportunities across customer segments.
Provide actionable feedback to Business Development and Sales teams.
Innovation
Use end-to-end SAP/GSI processes and adopt digital tools such as the Customer Service Cockpit PartsFolio and the Customer Portal.
Leverage Parts360 to reduce Time to Quote (TTQ) by utilizing historical costing and pricing data.
Support the creation of public parts catalogues and onboarding of new customers via Alstoms e-commerce solutions.
Competencies & Skills
Strong communication skills
Customer delivery and performance management
Customer relationship management
Material requirements planning
Transport and distribution knowledge
Deep understanding of global standard processes tools and their local applications
Experience Requirements
Minimum 2 years of experience in Customer Service or Supply Chain
Knowledge of SAP Sales and Delivery modules
You dont need to be a train enthusiast to thrive with us. We guarantee that when you step onto one of our trains with your friends or family youll be proud. If youre up for the challenge wed love to hear from you!
Important to Note
As a global business we are an equal-opportunity employer that celebrates diversity across the 63 countries where we operate. We are committed to creating an inclusive workplace for everyone.
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
Leading the way to greener and smarter mobility worldwide, Alstom develops and markets integrated systems that provide the sustainable foundations for the future of transportation.
