Job offer: Key Account Manager / Sales Administration F/M Permanent contract Bouches-du-Rhône (13)

He/she is the primary interface between the various internal stakeholders (Contract Managers, Key Account Managers, Regional Managers, Operations Managers, Branch Managers, or Area Managers) and the customer.

CUSTOMER STARTUP

· Creation of customer file

· Creation of operational documents (job descriptions, procedures, Prevention Plan, etc.)

· Start-up management

· Update of the start-up reverse schedule

· Assistance with tool deployment (Justime, BBL, etc.)

· Customer training on BBL

· Participation in customer meetings during the start-up phase

MANAGEMENT OF SERVICE REQUESTS

· Centralize and coordinate all requests for assistance and/or complaints with sector managers/REX/DA/DR.

· Handle emergency calls.

· Formalize requests using specific software (if using a customer platform).

· Manage escalations of BBL requests and complaints

· Consolidate requests and ensure their closure.

· Prepare and track quotes by applying customer-specific BPU.

· Track dissatisfaction and implement corrective actions.

· Prepare summary files for client steering committees.

INTERFACE WITH CUSTOMERS (INTERNAL AND EXTERNAL) AND STAKEHOLDERS

· Track requests and complaints via our customer platform (BBL)

· Work in coordination with the RQSE and Sector Managers to establish and monitor quality control schedules.

· Monitor the progress of quality controls and corrective action plans in the event of non-compliance.

· Liaise between Onet and FS, 3D, and other service providers.

· Consolidate Justime data. Monitor absenteeism.

CENTRALIZED CONTACT POINT

· Master all customer specifications.

· Update of the customer site repository and billing information.

· Preparation of the summary sheet

· Update of administrative file

· Concatenation of customer contracts/application contracts/framework contracts, etc.

· Track credit requests and penalties, then forward them to the centralized billing department.

CUSTOMER LOYALTY

· Monitor and analyze performance indicators.

· Set up and monitor KPI reporting related to customer satisfaction and loyalty.

· Actively participate in the continuous improvement of services offered to customers.

CUSTOMER RELATIONS

· Preparation of client steering committees on the sales and marketing side

· Participation and presentation at client steering committee meetings

Your assets

Excellent organizational skills and ability to effectively manage priorities in a fast-paced environment.
Strong interpersonal skills and a keen sense of customer service, enabling you to interact calmly with a variety of people.
Proficiency in computer tools, particularly Excel (expert level) and PowerPoint, which are essential for the position.
Proven ability to work across departments, collaborating with different services and job profiles.
Rigorous, responsive, and independent in carrying out assigned tasks.
Bilingual in English, both written and spoken.

Our business

Onet, a French family-owned group founded in 1860, is an international player in engineering and services. Its more than 70,000 employees work every day to help create ever healthier, safer and more reliable environments.

More about Onet

As France's No. 1 player in Cleaning and Services, we work every day to maintain the hygiene and cleanliness of places of work, transport, healthcare, education, leisure... Our cutting-edge tools and methods support our teams on a daily basis, ensuring our position as a benchmark in the cleaning market. With 62,000 employees and 180 locations worldwide, Onet Cleaning and Associated Services is part of the Onet Group.

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