Esautomotion S.p.A.

07/27/2023 | Press release | Distributed by Public on 07/27/2023 07:32

The Sales Backoffice office. Where Esautomotion customer satisfaction comes from.

The Sales Backoffice office. Where Esautomotion customer satisfaction comes from.

In all companies, the back office service makes it possible to better manage internal and external processes and improve the perceived quality of the service and, therefore, the relationship with the end customer.

This is a minor function in name only, because it plays an active and decisive role in guaranteeing full satisfaction of customer needs and positively influencing their loyalty.

The responsibility of this office in Esautomotion is entrusted to Grazia Bellei.

"I am one of the people with the most seniority (not personal data!) in Esautomotion" - begins Grazia - "I joined Esautomotion as soon as I graduated as a technical expert and have not moved since then. Over the years, I have seen it grow and transform from a small SME to an international company. I held various roles and positions: Technical Office, Testing and, starting from 2010, Sales Backoffice.

What does the Sales Backoffice in Esautomotion do?

"Obviously our main activity consists in supporting the Sales Office" - declares Grazia - "We are responsible for the preparation of estimates and the management of orders: loading into the company ERP, contacts with Production for planning, preparation of the relative documentation to deliveries: transport notes and invoices, in collaboration with the accounting department.

"We are the point of reference both for the commercial network and for customers in the pre- and after-sales phase" - adds Grazia - "We monitor the delivery-time, the progress of payments and issue reports for the Management General through the analysis of turnover and sales".

"We also take care of planning the work of the sales team based in Carpi" - underlines Grazia - "We keep a copy of the appointments of each employee and organize their agenda. Our functional report is the Sales Director".

What are the requirements that those working in the Sales Backoffice must meet?

"Definitely a lot of patience!" - highlights Grazia - "Knowing how to communicate with customers, transmitting security and reliability are the essential ingredients for building and maintaining a profitable relationship with them. Likewise, excellent contact skills are needed to dialogue with internal functions and obtain information, confirmations, agree deadlines, solve problems, etc. Many times you get more with a smile than with many emails or phone calls (winks). It is precisely the quality of the relationship with our customers that has allowed us to successfully manage various critical issues caused by the lack of components due to the pandemic emergency and the international context. We have always managed to find a solution to resolve all delivery emergencies without displeasing anyone. Another important feature is accuracy. We cannot make a mistake in a quote or communicate incorrect or approximate data or information to customers or our sellers".

How has this job changed over the years?

"Speed and flexibility! Everything is faster than a few years ago. Times are increasingly compressed, customers want the goods for … the day before! You work at a frenetic pace and you need to be able to adapt to contexts that change almost daily. I think this is one of Esautomotion's strengths. We are strongly result oriented and we do not get bogged down behind useless procedures or "we've always done it this way". And then there is the passion that drives us every day to give 110% of ourselves. Without this, it would have been impossible to achieve the goals and current size of Esautomotion".