1. CONTEXT

SODEICO Sarl, a company specializing in the recruitment and placement of qualified personnel, is recruiting for one of its partners operating in the industrial equipment and heavy goods vehicle sales sector throughout the national territory, a "Customer Support Representative". his/her main mission will be achieving the sales targets for spare parts set by the company.The candidate for this position must be a self-motivated, flexible and ambitious person, capable of achieving the predefined objectives related to their position.

2. ORGANIZATIONAL POSITION

The job holder will be under the supervision of the CSR Team manager.

3. TASKS AND RESPONSIBILITIES

The Customer Service Manager's responsibilities include:

• Helping clients reduce their operating costs by recommending appropriate product and service options;
• Establish relationships with key decision-makers and promote all products offered by the company;
• Act as the primary liaison between the client and the company for all matters relating to product support;
• Coordinate and communicate with the customer, the service department and the spare parts department to ensure an exceptional level of service;
• Generate and develop new business opportunities to achieve the objectives of the company;
• Provide customer training on the use of the units and maintenance requirements;
• Promote, develop and sell maintenance contracts;
• Provide customers with quotes for parts and services;
• Coordinate repairs (service) and parts deliveries;
• Create and maintain up-to-date profiles of all major competitors in the parts and services sector;
• Report lost parts and service sales;
• Achieve sales, profit, and unit targets and close deals;
• Maintain an up-to-date inventory of the machine park (machine population) in the assigned territory;
• Manage customer accounts using the customer relationship management (CRM) tool;
• Answering customer calls during and after normal business hours, including evenings and weekends, if necessary;
• Ensure follow-up to guarantee customer satisfaction;
• Perform all other related tasks assigned.

4. REQUIRED QUALIFICATIONS AND EXPERIENCE

• Hold a bachelor's degree (bac+5) in engineering,communication, marketing, management or a similar discipline in a recognized educational institution;
• Have at least 4 years of general experience in a management position;
• Have a minimum of 3 years of experience in spare parts sales and customer support, preferably in the automotive sector.

 5. BASIC SKILLS

Professional skills (logistics & transport)

• Good command of logistics processes;
• Knowledge of heavy goods vehicle road transport and its constraints (delays, breakdowns, routes, regulations);
• Understanding of transport documents (CMR, delivery notes, waybills);
• Ability to interpret logistics performance indicators (OTIF, complaint rate, lead times).

Customer service skills

• Implementation and management of a customer satisfaction strategy;
• Professional management of complaints, disputes and delivery incidents;
• Ability to communicate effectively with demanding B2B clients;
• Monitoring of customer contracts and compliance with service level agreements (SLAs).

Managerial skills

• Supervision and management of a customer service team;
• Work organization, task allocation and performance monitoring;
• Coaching, skills development and employee evaluation;
• Close collaboration with the operations, maintenance and fleet teams.

Organizational and analytical skills

• Analysis of the root causes of incidents (delays, damage, breakdowns);
• Implementation of corrective actions and continuous improvement;
• Managing priorities and emergency situations;
• Production of client and internal reports.

Interpersonal skills (soft skills)

• Leadership and team spirit;
• Excellent written and oral communication;
• Diplomacy, empathy and firmness;
• Stress resistance and ability to manage operational pressure.

Regulatory skills and compliance

• Knowledge of road transport regulations;
• Raising awareness of safety, HSE and compliance standards;
• Compliance with internal procedures and contractual requirements.

6. LANGUAGES

• French(Spoken and written)are required;
• Knowledge of English(Spoken and written);
• Knowledge of Mandarin.

7. COMPUTER SCIENCE

• Proficiency in computer tools (Word, Excel and PowerPoint);

8. YOUR FILE

•  We invite you to submit your detailed CV in French (clearly stating the job title in the subject line).the subject of your email): " Customer Support Representative  "and your cover letter by email directly on our website www.sodeico.org (fill out the form) no later than the “January 15, 2026”.
• In your curriculum vitae, please provide three names of references related to your previous activities who could provide a testimonial about you.
• Only shortlisted candidates will be contacted;
• Applications from women are strongly encouraged.