COMPANY OVERVIEW
Generix Group is a Collaborative Supply Chain, Saas Software and Omnichannel Sales expert.
Our 850 employees provide a daily support for well-known costumers, leaders in digital transformation of their Supply Chain. Generix Group is present in more than 60 countries, through our 9 subsidiaries and our partnership network. Nowadays, our application services are used in more than 6.000 companies worldwide.
Joining Generix Group is a guarantee of continuous improvement within a growing and dynamic company, where goodwill is our everyday life! In a supportive environment, you can freely share and improve and skills and expertise.
Generix Group is growing along with its talents, so let’s build our future together!
Ready to join us the challenge of digital transformation of prestigious clients?

JOB DESCRIPTION
In the Customer Support Department of Generix Group, you will manage the WMS Support Service dedicated to a specific client. You will ensure that tickets are taken over and processed according to the defined procedures and SLA’s, as well as responsible for managing the relationship with the customer.

MAIN RESPONSABILITIES
- Ensure the operational organisation and daily management of the team in charge of the service;
- Define the resource requirements and ensure their recruitment and integration within the dedicated support team of Porto Service Centre;
- Guarantee the initial training and continuous development of employees' skills according to the identified needs;
- When necessary, support the teams, both functionally and technically, and regarding the procedures/processes to be followed;
- Check the correct handling and processing of tickets according to priorities and SLA (Service Level Agreement);
- When necessary, define, communicate and ensure the application of specific instructions by the teams;


- Be the hierarchical escalation point of the support team and ensure communication with the customer;
- Participate and represent the support team at crisis meetings initiated by the client;
- If necessary request the holding of a crisis meeting;
- Ensure the creation or update of the document repository for this dedicated support scope (e.g. Quality Assurance Plan, Procedures, etc.);
- Produce and communicate Key Performance Indicators;
- Prepare and facilitate client meetings: Monitoring Committees, Steering Committee, Strategic Committee;
- Identify and implement areas for improvement, particularly in terms of organization, procedures, tools;
- Ensure financial monitoring of the entire dedicated support service.

EXPERIENCE REQUIREMENTS

Knowledge (Knowledge and Technical Mastery)
- Level 4/5 in Computer Science, Electronic or similar. Degree in Information Technology, Mathematics or similar will be a plus;
- Fluency in French (written and orally) is mandatory. Other languages can be a plus;
- Microsoft Tools (Excel, Power Point, Word);
- Project management notions;
- Know how in Supply Chain is a plus;
- Technical knowledge in general and information systems is a plus;
- ITIL Certification is a plus.

Know-how (Professional Practice)
- Proven experience in Customer Account Management or Service Management in the IT industry;
- Ability to manage multiple priorities and take decisions quickly;
- First experience in team management.

Soft Skills
- Team spirit;
- Good interpersonal skills;
- Autonomy;
- Leadership;
- Priority management;
- Stress management.

OFFER
- Attractive wages and benefits;
- Excellent work conditions and environment (Centro Empresarial Lionesa).

For application, please send your resume to: [email protected]