Customer Experience Professional (m/f/d)

The Customer Support Organization has an important role to play as they serve as the primary customer contact for an assigned portfolio of accounts they bring the customers, sales and business operations together. 

They are responsible for commercial and operational activities as part of the Order-To-Cash process: i.e. validation and booking of customer orders, managing order changes, providing status updates, managing physical & financial claims with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

Operational Responsibilities:

 

• Producing reports that enable continuous measurement and optimization of all key aspects of our business in the Customer Support area:

 

• Quality Metrics and KPIs;
• Trend-metrics & trend-chart reports;
• Ad-hoc and recurrent  analysis and data requests; 
• Drill down reports;

 

• Proactively identifying, communicating and reporting improvement opportunities in the way Customer Support Key Performance Indicators can be streamlined and aligned to global business needs
• Support with any type of ad-hoc reporting that is related to enhanced monitoring, analytics and decision making for Customer Support ongoing performance and Management of Change programs
• Maintain all work according to program office procedures and policies.
• Review and monitor all programs for program performance and perform regular audits and prepare reports for same.
• Analysis new opportunity for business in terms of analytics pursue or not and provide guidance as a report and represent to Management for further action.

System

• Supports diagnostics, troubleshooting, analysis & resolution of customer support issues as well as future corrective plan for system issues as well as new process implementation
• Responsible for supporting end users during the go live period, ensure correct business processes are used.
• Ensure proper priority and escalate to IT Business Partner for business requirements.
• Act as an SME for the team, check and update system SOP`s on a regular basis.

 

Process Improvement

• Support on identifying system opportunities to enhance efficiency in the team and work on to have them implemented together with Process Engineering.
• Supports process and customer improvement opportunities across teams using analytics capabilities and ensures relevant changes are implemented/monitored 
• Identify any gaps or changes that may impact the business and help identify system driven solutions in line with automatization team / site initiatives

 

Continuous Improvement & HOS

• Applies HOS methodology, quality standards and process compliance in day to day activities
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required                                                                                    

Requirements

• Bachelor’s degree in Engineering, Business, Finance, or relevant discipline 
• Business fluent in written and spoken English
• High level of MS office skills (Excel, Word, Outlook, PowerPoint, Access, SharePoint)
• Knowledge of IT and financial systems preferred (Sales Force, SAP, Tableau etc.)

Skills

• Ability to work on multiple projects and effectively manage priorities
• Strong written and oral communication skills, particularly in cross-functional collaboration, facilitation, and negotiation.
• Exceeding internal and external customer expectations
• Excellent written and spoken communication skills (phone, mail, email)
• Ability to build relationships and networks in a virtual team environment
• Strong team player with the ability to take ownership and follow-through
• Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement
• Demonstrated solution-oriented, pro-active “can do” attitude, Willingness and ability to work under own initiative
• Self-motivated with assertive communication skills, positive and result oriented attitude
• Well organized with good time management, result oriented

 

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate 

based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran 

status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to 

participate in the job application or interview process, to perform crucial job functions, and to receive 

other benefits and privileges of employment. Please contact us to request accommodation.

Join us now and be part of a global team of thinkers, innovators, dreamers, and doers who make 

the things that make the future!

#TheFutureIsWhatWeMakeIt

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