Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
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JEAN-LUC DURAND

JEAN-LUC DURAND

Schoten

Summary

Dynamic Service & Product Claims Coordinator at Essity with a customer-focused approach and expertise in SAP. Proven track record in resolving claims efficiently through root cause analysis, enhancing service quality. Adept at contract management and problem-solving, ensuring high standards in customer satisfaction and operational excellence.

Overview

33
33
years of professional experience

Work History

SERVICE & PRODUCT CLAIMS COORDINATOR

ESSITY
07.2021 - Current
  • Coordinated and analyzed requests from initiation to completion with European expert teams.
  • Ensured rapid and high-quality resolution of service and product claims.
  • Implemented claim solutions based on comprehensive root cause analysis.
  • Managed internal communications and escalations effectively.
  • Maintained accurate claims and workflows in C4 system.
  • Created Quality Notifications in S4 as Complaint Coordinator in QM.
  • Followed up on analyses conducted by Complaint Handler for timely resolutions.
  • Handled customer calls via email and phone, providing guidance on product range.

CUSTOMER SERVICE BENELUX

LAERDAL BeNeLux
10.2017 - 03.2021
  • Managed customer communications via email and phone to ensure satisfaction.
  • Encoded daily orders for efficient processing.
  • Advised customers on product range to enhance purchase decisions.
  • Guided suppliers regarding new products to foster collaboration.
  • Resolved customer complaints promptly to maintain service quality.
  • Coordinated product returns to streamline operations.
  • Oversaw contract management to ensure compliance and efficiency.
  • Planned and realized offers for customers and suppliers, driving sales growth.

TEAM CAPTAIN EMPLOYEE CUSTOMER CARE

LYRECO
03.2016 - 04.2017
  • Led team meetings to discuss project updates and operational challenges.
  • Analyzed departmental results including sales, stock levels, and risk assessments.
  • Negotiated payment terms and purchase prices with suppliers to improve margins.
  • Coordinated projects assigned by Non-Catalogue PM to ensure timely execution.
  • Collaborated with Replenishment to manage back orders and supplier issues.
  • Partnered with Sales and Customer Services to address best purchase price requests and delivery terms.

BENELUX EXTERNAL ADMINISTRATIVE EMPLOYEE

ECONOCOM
08.2009 - 11.2015
  • Oversaw implementation and follow-up of Master IT solution for Econocom customers.
  • Facilitated pre-sale presentations of Master IT service at Benelux level.
  • Customized solutions to meet specific needs of each customer.
  • Defined processes, interfaces, and parameters in collaboration with customers during solution implementation.
  • Monitored realization of Master IT solution to ensure alignment with customer requirements.

BENELUX EXTERNAL ADMINISTRATIVE EMPLOYEE

ECS - EUROPE COMPUTER SYSTEMS
03.2003 - 07.2009
  • Established and customized a web platform to provide clients with comprehensive leasing contract data for IT materials.
  • Presented Asset Management Tool to prospects and clients across Benelux region.
  • Conducted testing phases and compiled feedback for the Marketing department in France.
  • Facilitated effective communication between relevant stakeholders and departments.

ADMINISTRATIVE EMPLOYEE

DENIS BODDEN SA
01.2001 - 02.2003
  • Supervised daily operations of warehouse team to ensure efficiency and productivity.
  • Organized and processed daily orders for timely expedition.
  • Managed stock levels for approximately 10,000 articles to prevent shortages or excess.
  • Verified handling procedures for non-conforming goods to maintain quality standards.

AGENT PLANNING DISPATCHER

DEFIX
02.1998 - 01.2001
  • Conducted field research and analysis, enhancing client case studies and cost control efforts.
  • Prepared comprehensive analyses of clients' records for informed decision-making.
  • Established daily planning protocols to optimize workflow efficiency.
  • Monitored field crew activities to ensure adherence to project timelines.

ASSISTANT FRONT OFFICE

CHATEAU DE LIMELETTE
10.1992 - 12.1997
  • Reviewed special needs prior to guest arrivals to ensure tailored accommodations.
  • Conducted audits of previous day's operations, including accounts receivable and food service.
  • Provided training and support to front desk agents to enhance service quality.
  • Managed front desk responsibilities to maintain efficient guest check-in and check-out processes.

Education

Bachelors of Communication -

I.S.I.S
01.1991

Bachelors of Marketing -

E.S.E.J
01.1988

Skills

  • FRENCH/DUTCH/ENGLISH
  • Customer-focused approach
  • Problem solving
  • Contract management
  • SAP, S/4HANA, C4 & Salesforce expertise
  • Microsoft Office proficiency
  • Adaptability and flexibility
  • Attention to detail

Personal Information

  • Date of Birth: 08/17/67
  • Driving License: B
  • Marital Status: Married
  • Number of Children: 3

References

References available upon request.

Timeline

SERVICE & PRODUCT CLAIMS COORDINATOR

ESSITY
07.2021 - Current

CUSTOMER SERVICE BENELUX

LAERDAL BeNeLux
10.2017 - 03.2021

TEAM CAPTAIN EMPLOYEE CUSTOMER CARE

LYRECO
03.2016 - 04.2017

BENELUX EXTERNAL ADMINISTRATIVE EMPLOYEE

ECONOCOM
08.2009 - 11.2015

BENELUX EXTERNAL ADMINISTRATIVE EMPLOYEE

ECS - EUROPE COMPUTER SYSTEMS
03.2003 - 07.2009

ADMINISTRATIVE EMPLOYEE

DENIS BODDEN SA
01.2001 - 02.2003

AGENT PLANNING DISPATCHER

DEFIX
02.1998 - 01.2001

ASSISTANT FRONT OFFICE

CHATEAU DE LIMELETTE
10.1992 - 12.1997

Bachelors of Communication -

I.S.I.S

Bachelors of Marketing -

E.S.E.J

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JEAN-LUC DURAND