Business Support Administrator

Employment type: Undefined term- Full-time/part-time position: Full time- Job Code USA/CA:
**Business Support Administrator**:

- At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name - people committed to providing our customers with lifting equipment and services that lift their businesses. Everything we do, we do with passion and drive._
- We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work._

Service excellence support role typically involves providing support and assistance to internal employees and customers to ensure that they receive the highest level of service possible. Some of the typical responsibilities and job duties for this role may include
- **Customer Master Management**: This involves, handling the internal request for creation, updation of new customer accounts through FSSC. Monitoring the existing customer accounts in Siebel CRM/SAP towards data accuracy.
- **YourKonecranes (YKC) User** **management**: This involves understanding of all aspect of YKC, managing the access requirements for agreement customer accounts. Coordination with internal branch team to get the correct contact and providing, guiding for YKC access to that customer user. Cold calling to customers towards YKC login support and awareness.
- **Voice of Customer (VoC) management**: This involves understanding of all aspects of VoC. Training, coordination to branch team towards improvements in increasing the VoC responses.
- **Monitoring and measuring service performance**: This involves monitoring and measuring key performance indicators (KPIs) to evaluate service performance and identify areas for improvement.
- **Developing and implementing service improvement plans**:This includes analyzing customer (internal/external) feedback and identifying areas for improvement in service delivery, then developing and implementing plans to address these areas.
- **Coordinating with other departments and teams**: This includes working with all departments and teams to ensure that all aspects of service delivery are aligned and coordinated.
- **Training and coaching staff**: This includes learning of new global defined processes, providing training and coaching to team to ensure that they have the necessary skills and knowledge to provide excellent service to customers.
- **Creating and maintaining documentation and records**: This involves creating and maintaining documentation and records related to customer (internal/external) interactions, meetings, service performance, and improvement plans
- **Participating in service improvement projects**: This includes participating in service improvement projects and initiatives to identify and implement improvements in service delivery.

**Experience**:

- 2-3 years of related experience recommended.
- Strong computer skills required (MS Office).
- PowerBI knowledge will be added advantage.
- Good written/verbal communication
- Excellent organizational skills and the ability to multitask and prioritize.
- Very good interpersonal skills, open minded, eager to learn and self-motivated.
- Awareness of ISO 14001 and 45001 Standards

Overall, the main objective of a service excellence support role is to ensure that customers receive the best possible service experience, and that the organization is continually improving its service delivery to meet and exceed customer expectations.
- Konecranes is a world-leading group of Lifting Businesses, serving a broad range of customers. We are truly a global company with 16,900 employees at 600 locations in 50 countries. For over 80 years, we have been dedicated to improving the efficiency and performance of businesses in all types of industries. We believe that sustainable growth is a result of a strong responsible performance. Konecranes is committed to ensuring that all employees and job applicants are treated fairly in an environment which is free from any form of discrimination._