
Customer Experience Improvement Specialist
1 day ago
We are seeking a highly skilled Customer Experience Professional to join our team.
- Key Responsibilities:
- Monitor and handle P2 customer contracts for ISLC Team.
- Act as the customer contact and representative for Customer Support (CS) related matters within the ISLC team.
- Interface with internal customers when necessary for problem solving and/or questions related to the P2 contract data.
- Handle incoming orders for spare parts and pending backlog.
- Responsible for handling incoming rush orders, from receiving in special mailbox, to warehouse communication, until final arrival at the external customer, including updating all systems and necessary communication.
- Act on all order issues until resolved.
- Train, coach and provide operational support on CS related matters to other team members.
- Take the lead in improving CS related processes and performance.
- Monitor and act on ISLC mailbox communication.
- Ensure timely update of Material master data in SAP.
- Track changes in P2 customer contracts & Material master data.
- Provide regular overview and progress reports to team lead to monitor performance.
- Responsible for up-to-date work process and procedure documentation for CS.
- Provide results out of assigned additional ad-hoc tasks and quality checks.
- Participate in team meetings and improvement projects, reporting results to team lead.
- Participate in all trainings that are related with day-to-day operations.
- Follow safety rules & regulations.
- Contribute to continuous performance excellence.
- Back up team members as required per team plan and agreement.
Requirements:
- High level of coordination experience and working within complex environments is preferred.
- Excellent communications skills and ability to work within a Global team.
- Graduate in any discipline.
- Microsoft Office Intermediate.
- SAP working experience essential.
- Minimum Four years of Experience in a similar role.
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