Anissa Semahi

• Customer face: Identify incoming leads needs and schedule tailored Product Demonstration. • Follow-up for qualified Leads/Opportunities. • Salesforce CRM data maintenance and follow up on customer's satisfaction Leads/Accounts/Opportunities. • Outbound strategy implementation to identify contacts and potential customers through Email Campaigns (Tools: Salesforce, Hubspot, LinkedIn, Xing, Slack, Diabolocom Engage Platform, Outlook)

• First contact for all customer service-related questions and complaints. • Order management : Receipt and collection of complex customer orders. Handling and planning of open deliveries. • Close collaboration with the Order Fulfillment and Product Planner teams for procurement from various plants worldwide to ensure product availability. • Handling of Material Return Authorization (MRA) and Special Transport Request (STR).

• Support as part of the Care by Volvo new subscription model project for the operational implementation of the Order to Delivery process. • Organisation of the internal activities for delivering mobility and services to the customer in Germany. • Coordination with the Care by Volvo Operations teams, Product and Process Owners to define the project requirements and software adjustments needs.

• Supervising, coaching and guiding a the Global Wi-Fi Order Team of (5 members). • Implementation of the Wi-Fi Services for Volvo dealerships worldwide. • Collaboration and coordination with all Wi-Fi Project involved parties for the Pilot and Roll-out project phase. • Training program, internal documentation and IT setup implementation for the ramp-up of new team members. • Continuous improvement, standardization (Lean), monitoring (SLA) and systems tests to secure the ordering process.

• Giving face-to-face advice and guidance on product selection to customers. • Reporting discrepancies and problems to the supervisor. • Dealing with customer refunds.

• Analysis of extracted SAP data and creation of dashboards to manage and optimize the inventory level. • Definition and design of process and operations steps for a new implemented logistic service. • Elaboration of procedures for the newcomers for conditioning new product.

• Identifying the maintenance needs to finalise the contract between DB the supplier and the customer. • Providing a schedule to the customer when the train’s fleet should be maintained and the main spare parts must be replaced.

• Team leadership and training of the new employees. • Harmonization and optimization of the production flow. • Complaints handling and product quality maximization to enhance the customer satisfaction.

• Collection of production data of the Diesel’s Injectors from the production line. • Creation of a database (SQL Server) in order to synchronize the dataset with Statistica Software. • Data Analysis and reporting.

• Providing technical assistance on software and hardware problems and advising on the appropriate actions. • Log all helpdesk’s interactions follow up and closing open tickets. • Following standard helpdesk procedures.