analyze this cv and job description and notes and answer the questions 

CV
Jeanne Eugenie 
Ebakisse 
Barcelona, Spain • 34-693-987207
Señor Customer Service Expert. <PRESIDIO_ANONYMIZED_EMAIL_ADDRESS>
Detailed-oriented customer service associate with hands-on experience in business 
development, international marketing and transport-logistics, key account management, training 
and SOPs mangement, customer-oriented skill, technical and administrative support, and 
customer and distributor services in multicultural organizations.
Instrumental in utilizing SAP, ORACLE, SALESFORCES, SIEBEL and advanced Microsoft 
package applications, along with delivering robust market solutions and sales activities through 
social media and telephone marketing. Proficient in identifying customer requirements and 
delivering effective solutions to all problems. 
Excellent time management skills combined with superior knowledge of customer services 
industry. 
Areas of Expertise
 ♦ Project Management ♦ Quality Control Analysis
 ♦ Key Account management ♦ Product regulation
 ♦ International marketing and transport-logistics ♦ Equipment Protocols
♦Customers and Distributors support ♦ Medical and Anatomical Skills
♦Time Management & Prioritisation ♦ Patient Monitoring
♦Details oriented ♦ Social Media Management.
 
Professional Experience 
Arxada Barcelona, Cataluña, España. September 2022 - Present.
Senior Customer service expert for the French market and key Arxada customers across 
Europe. 
• Take a full Accountability of the O2C and B2C orders process. 
• Work closely within a team and account managers. 
• Organize and maintain sales documentation.
• Manage forecast order availability with the planning team.
• Organize training and monthly meetings with sales managers of Key European 
accounts.
• Act at first point of contact for all enquiries for assigned customer and Account 
managers. 
• Interface between customers and internals departments such as Sales, Manufacturing, 
Marketing and Transport-Logistics. 
• Maintain close contact with OTC linked internal departments to ensure that the needs 
and requirements of our customers are meet withing the capabilities of the business. 
• Efficient processing and progression of customer orders to ensure customers are 
ordering at optimum levels. 
• Establish strong relationships with customer to optimize business opportunities.
• Effective and timely handling of customer complaints, involving relevant stakeholders and 
maintaining a positive customer perception of OTC and Arxada.
Keysight Technologies Sales Spain, S.L.U. March 2020-September 2022 
Customer Service Representative (CSR) for Spain and EMEA countries.
• Processing formal quote and orders, where accuracy and responsiveness are critical. 
• Interface with sales and customers to provide accurate information, solve problems, 
and serve a variety of pre-sales and post- sales functions. 
• Serving the liaison between customers and appropriate internal organization. 
• Managing and coordinating end to end customer experience by applying broad 
knowledge of customer situation, company processes and compliance requirements. 
• Interfacing with a variety of different parties: clients, sales team, logistics, 
manufacturing, service technicians to execute customer requests. 
• Resolving problems by applying established policies, procedures, and tactics. 
• Determining and developing new or improved approaches to processes or tasks. 
Bayer AG, Barcelona Jan 2018 – March 2021 
Senior Assistant for French, Belgium and Swiss Market 
Manage pre-post-sales functions by collaborating with sales team and executive management to 
identify customer requirements. Interacted with customers to manage complaints, process 
orders, and provide information about products. Attend to customer queries and ensured 
resolution of complex issues across challenging situations to ensure delivery of remarkable 
services. 
● Order Management
● Claims and dispute Management
● Manage the backlog and facilitate healthy team dynamics while respecting priorities and 
scope.
● I Increase productivity by analyzing customer and market trends. 
● Strengthen customer relationships by assisting customers and colleagues with technical 
information. 
Colgate – Palmolive and Apple-Care/Sellbytel, Barcelona Jan 2016 – Jan 2018
Customer Service Representative for France and Belgium
Interacted with customers to manage complaints, process orders, and provide information about 
products and services across French social media networks. Engaged French customers over 
telephone and addressed specific queries. Assisted customer with complains and questions 
(Email and phone) and Resolved customers’ complaints by identifying problems and taking 
appropriate corrective action through enhancing client retention ratio significantly. 
● Achieved 100% organizational goals and objectives by providing proactive and effective 
customer service. 
●
Hospital Universitario de Bellvitge, Barcelona Jan 2014 - Julio 2014
Service for Diagnostic Imaging – Radiology Technician.
Calibrated machinery appropriately to complete diagnostic scans and developed X-ray film for 
diagnostic purposes. Assessed patients during scans and documented behaviors and results as 
well as collaborated with physicians and radiologists to complete ordered scans. Examined with 
Mammography, Emergency Radiology, Nuclear Medicine, and Magnetic Resonance equipment 
to enhanced knowledge. 
● Carry out scans with computerized tomography equipment including, Scans with bone 
densitometry, Radiological examinations surgery, and operating room. 
● Organized and maintained operational work area according to patients need. 
Clínica Creu Blanca, Barcelona Oct 2012 – Jun 2013
Image for Diagnostic Radiology Technician 
Performed daily activities to ensure patient care by keeping patients calm during testing and 
questioning process. 
Managed patients’ room by arranging necessary equipment’s, supplies, and medications as well 
as responsible along with conducting patient’s radiology examinations. 
● Devise and implement more effective protection-related activities by presenting radiation 
safety standards to patients. 
● Maintained work area to facilitate patients during radiology examination. 
Career Note 
Radiology Technician - Centro Hospital of Essos, Yaoundé (Sep 2009 – Mar 2011) 
Technical Medical Health Radiology and Medical Imaging - Central University Hospital, 
Yaoundé (Feb 2008 – Feb 2009) 
Receptionist - Hotel Hilton, (May 2007 – Dec 2008) 
Sales Woman - Boutique, Katios (Jan 2006 – Feb 2007) 
Education 
Diploma Degree in Senior Technical Image for Diagnosis 
(2012 – 2014) Ramon y Cajal Institute, Barcelona 
Homologation of the Graduated in Compulsory Secondary Education (2011 – 2012) 
Spanish Baccalaureate Degree, Barcelona 
Bachelor of Image for Diagnosis - Faculty of Medicine of Yaoundé (2008 
– 2011) University of Yaoundé. 
Bachelor’s degree Technician in Radiology 
(2003 – 2006) Institute of Science and Technology 
Paramedic, Yaoundé. 
Associate degree - Faculty of Biochemistry (2001– 2003) University of Yaoundé 1.
Languages 
French – Native | Español – Fluent (DELE - Nivel C2) | Ingles – Fluent | Italiano – Fair | Catalan 
– Basic 

job description
Customer Service Representative French
Barcelona — SPAIN
HomeJoin our teamExplore opportunitiesCustomer Service Representative French
Req ID

95042

Posted

Apr 11, 2025

Function

Customer Service

Location

Barcelona, B, ES, 08000

CUSTOMER SERVICES REPRESENTATIVE FRENCH SPEAKING
Location: Barcelona, Spain

 

The Customer Service Representative is the primary contact for customers, providing outstanding support and resolving inquiries with efficiency and professionalism. In this role, you will address a variety of customer needs, such as providing product information, troubleshooting issues, and managing service requests, all while ensuring clear and effective communication. Working closely with cross-functional teams, you’ll play a vital role in fostering customer satisfaction and loyalty by upholding service level agreements and company guidelines.

 

Your main focus:

Customer Interaction and Resolution: Act as the first point of contact for customer and commercial care, providing prompt and professional support across multiple communication channels (phone, email, chat, etc.).
Order Management: Handle all types of customer orders from placement to invoicing, ensuring accuracy and efficiency. Manage order rescheduling, back-order management, and invoicing (EDI, PDF, or mail).
Collaboration with Internal Teams: Work closely with Shared Service Center (SSC) Credit Management to address blocked orders, Planning and Logistics to meet requested delivery dates, and Transportation teams to track deliveries. Provide valuable order and volume insights to these departments.
Customer Communication: Deliver clear and accurate information to customers regarding orders, delivery statuses, invoices, product availability, pricing discrepancies, and claims. Maintain the company’s tone and customer experience standards while adapting to customer-specific needs.
Returns and Refusals: Manage returns and refusals, including analysis, approval coordination, and processing with the SSC.
Issue Resolution and Escalation: Troubleshoot and resolve customer issues efficiently, escalating complex cases to the CS Operations Manager when required.
Audit Support and Compliance: Provide support for daily, monthly, and yearly audit checks (e.g., OTC22, OTC50), ensuring compliance with company policies and standards.
 

Working for Coty means constant opportunities and change. You will be managing a lot of things at the same time, but this is also what makes it exciting!

Key success measures for the Customer Services Representative include the following:

 

Operational Efficiency: Achieve high Fill Rate On Time (FROT) and Order Accuracy rates while ensuring timely delivery cycles and error-free order processing. Support revenue recognition reconciliations and provide accurate data in daily operational updates (DDS).
Customer Satisfaction: Maintain excellent Customer Satisfaction Scores (CSAT) through efficient, accurate, and professional customer service interactions.
Training and Development: Complete all required training programs and demonstrate ongoing professional growth and skill enhancement.
Process Adherence and Improvement: Strictly follow standard operating procedures (SOPs) and work instructions while contributing to continuous process improvements.
 

The Customer Services Representative will liaise with various stakeholders, such as:

BU CS Operations Manager
BU Sales representatives
BU Supply planning
Logistics & transportation
Customers
Master data analysts
SSC
 

YOU ARE A COTY FIT

You have strong problem-solving skills and have the ability to think quickly & resolve issues effectively.

As a Customer Services Representative, you get energy from working in a fast-paced, diverse, and challenging environment.

 

Other than that, we are looking for candidates who:

Have a high school diploma or equivalent (required)
Bachelors degree in a relevant field (preferred)
1-3 years experience in a customer service, support or call centre role
Knowledge & technical understanding of SAP for Order Processing
Experience with CRM tools (e.g., Salesforce, Zendesk) will be a plus
Basic fluency/proficiency in English and proficient or native in French
Good communication & interpersonal skills
Strong MS office skills, especially MS Excel
Multitasking ability, with excellent time management and organizational skills
 

 

OUR BENEFITS

As our Customer Services Representative, some of the benefits you will receive are:

Competitive remuneration and perks will be matched with your experience and knowledge.
Ticket restaurant (daily diet for meals)
Company products / Access to the company shop
Life and accident insurance
 

RECRUITMENT PROCESS  

A screening call with the recruiters
A first online/in-person interview with hiring managers
A second interview (optionally)
Feedback, verbal offer
Hiring
 

ABOUT COTY

Coty is one of the world’s largest beauty companies with an iconic portfolio of brands across fragrance, color cosmetics, skincare, and body care. At Coty, we celebrate the entire human kaleidoscope and cultivate a culture of fearless kindness. Therefore, we are proud to be an equal opportunities employer. We do not discriminate against any candidate or employee and strive to be an open, inclusive and diverse workplace where all employees can be their authentic self. Join us in making over the world of beauty! For additional information about Coty Inc., please visit www.coty.com/your-career.

 


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notes

Have you used SAP 4HANA (“Fourhana”)? Yes she’s actually using SAP 4HANA (“Fourhana”)
Have you managed order Entries in SAP? Yes, VL02N; VF01; MD04; VA01; VL71; YSDSLR0025; VLPOD; VT03N; MMBE; VD03; XD07; …etc

Could you please tell me any transaction in SAP? Inside an order I can also modify
. Sold-to;
. Ship-to;
. PO number
. PO date
. Deliver Plant
. Payment- terms
. Incoterms
. Order quantity
. Price discounts
. Shipping tab( route, reason for rejection, …) . . . .
. Header details (texts, partners, additional data…) . . Extras tab(add Output )
. Sales document ( create a delivery, add a note, add an attachment…)
…etc

What sort of changes did you modify in an order? Delivery date, materials, pricing, blocks, etc. 
How many orders do you manage daily?
With SAP, I've already had to manage 50 orders per day (entering and tracking).
Within my company, we've implemented a new order receiving and entering in SAP (automatically from a customer platform ).
So now I place few orders myself, but I still manage about 50 orders per day (verification, validation, unblocking, delivery, invoicing, …etc)..
Do you use pivot tables? Yes, I use a pivot table to manage large volume orders and create a macro to transfer them to SAP.

Questions
Candidate Information - Job related skills, experience, education and summary
Candidate Name:  	 
How did the candidate hear about the opportunity:
	LinkedIn headhunt

What is your motivation for looking for a 
new opportunity/ applying to Coty?	 
 

 
Education:
	
o	  


Previous/Current Company & Position & reason for leaving?	o	 
Overview of Candidates relevant experience to date:
	 

Technical Skills:




	SAP Specific Questions:
o	Have you used SAP 4HANA?
 
o	Have you managed Order Entries in SAP?
 
o	Could you please tell me any transactions in SAP?
 
o	What sort of changes did you modify in an order?
 
o	How many orders do you manage daily?
 
o	Do you use pivot tables?
 


Additional Screening Comments - relevance of Experience, Communication & Soft skills