After-Sales Assistant (GER/FRE/ENG)

As part of strengthening its After-Sales team, we are looking for an After-Sales Assistant (M/F) wishing to commit to a dynamic and collaborative environment.

Our client is a Swiss industrial company recognised for the quality of its products and expertise.

Responsibilities

Reporting to the After-Sales Manager, you will intervene after product delivery to ensure the processing, follow-up and resolution of requests related to claims, repairs and warranties.

In close coordination with other After-Sales Assistants, the Customer Service and various internal departments, you will provide technical and operational support to customers, without direct involvement in product repairs.

Your main responsibilities will be as follows:

• Receive items subject to repair or claim requests and ensure their entry into internal IT systems.
• Handle After-Sales requests received by phone and email, in French, German and English, providing customers with appropriate responses and advice tailored to their situation.
• Write technical texts and explanations for customers in French, German and English, notably regarding the correct use of products, reasons for claim refusals, parts repaired or replaced, as well as any necessary apologies or explanations.
• Analyse requests and claims by checking documents, histories, product specifications and other available information to ensure reliable and efficient processing.
• Seek necessary information from technical After-Sales teams and various internal departments to determine the appropriate handling of claims and customer requests.
• Prepare administrative documents related to After-Sales interventions, including delivery notes, invoices and quotes.
• Organise the return of defective or non-compliant products and ensure follow-up of their replacement or refund.
• Coordinate shipments of repaired or replacement items and monitor returns until their proper receipt by the customer.
• Ensure daily coordination with Customer Service, technical After-Sales, Quality, Production and sales teams to guarantee smooth and coherent handling of requests.
• Ensure rigorous and complete entry of claims and repairs to guarantee traceability, enable reliable statistics and contribute to monitoring service performance.
• Keep customer databases and relevant information in the CRM up to date.
• Identify recurring problems and actively contribute to continuous improvement of After-Sales processes, in collaboration with the various departments concerned, to enhance process efficiency and customer satisfaction.
• Manage daily priorities and ensure compliance with internal procedures and quality of recorded information.

Candidate Profile

• You have at least 5 years of experience in an After-Sales, technical support or customer service role, ideally in an industrial environment.
• You have a good understanding of manufactured products and processes related to claims, repairs and warranties.
• You must be fluent in French, German and English, both spoken and written. Knowledge of Swiss German is a real asset.
• You are comfortable with common IT tools, especially MS Office. Knowledge of SAP and/or a CRM such as Salesforce is an advantage.
• You demonstrate excellent service sense, responsiveness and good ability to manage priorities.
• You are organised, rigorous and able to handle several requests simultaneously.
• You enjoy teamwork and know how to collaborate effectively with different stakeholders.
• Curious and with a good capacity for learning, you are comfortable in a dynamic and evolving environment.

Conditions and Benefits

• A permanent contract position within an established industrial company.
• A collaborative work environment promoting autonomy, involvement and knowledge sharing.
• A structured onboarding and training programme, including product, process and service discovery.
• Occasional remote working possibility according to arrangements defined with the manager.
• On-site parking and contribution to public transport.