Customer Experience Specialist, South Asia

The Customer Experience Specialist will play a pivotal role in enhancing the overall service experience for our patients and healthcare professionals across South Asia. This position is designed to ensure that our operational processes are not only efficient but also aligned with our commitment to delivering exceptional customer service.

The primary focus will be on:

1.
Customer-Centric Operations:
Develop and implement strategies that prioritize the needs of our patients and professionals, ensuring that every touchpoint reflects our dedication to quality care and support.

2.
Process Improvement:
Analyze existing operational workflows to identify areas for enhancement. Leverage data-driven insights to streamline processes, reduce costs, and improve service delivery efficiency.

3.
Cross-Functional Collaboration:
Work closely with internal teams-Operations, Finance, Logistics, and Marketing-as well as external partners, including sales teams and service providers. Foster strong communication and collaboration to align goals and optimize the customer journey.

4.
Service Excellence:
Drive initiatives that elevate the service experience for our customers. This includes refining the order-to-cash process, enhancing service and warranty support, and introducing innovative service ideas that empower our sales teams and resonate with our end customers.

5.
Continuous Improvement Mindset:
Cultivate a culture of continuous improvement by encouraging feedback, measuring performance, and implementing best practices. Stay abreast of industry trends and best-in-class service models to ensure we remain competitive and customer-focused.

In summary, the Customer Experience Specialist will be instrumental in shaping a service-oriented operational framework that not only meets but exceeds the expectations of our diverse stakeholders, ultimately contributing to the success and growth of our organization in South Asia.

Accountabilities

Accountability 1:
Optimize the end-to-end operations of warehouse

· Conduct thorough assessments of existing warehouse operations to identify pain points and inefficiencies. Develop a roadmap for process enhancements focused on imports and inventory management, leveraging best practices and insights gained.

· Establish clear performance metrics for supply chain vendors, including delivery timeliness, accuracy, and service responsiveness. Implement a structured vendor evaluation process that includes regular performance reviews, compliance checks, and feedback mechanisms to inform selection and contract renewals.

· Conduct a comprehensive analysis of inward and outward freight costs associated with CIN, identifying key drivers and areas for potential savings. Develop strategies that optimize freight operations, such as consolidating shipments and negotiating better rates with carriers.

· Lead and manage both short-term and long-term process improvement initiatives, focusing on tangible outcomes. Provide training to team members on new processes, tools, and best practices to ensure successful implementation and sustainability of improvements.

Accountability 2:
Optimize the end-to-end operations of customer service

· Work closely with the CS team to co-develop and implement process improvement initiatives that enhance efficiency.

· Identify and implement strategies to streamline service and repair processes, reducing turnaround times and increasing customer satisfaction.

· Develop and implement monitoring systems to track warranty costs, identifying trends and areas for potential savings.

· Implement tracking mechanisms for FOC issuance to analyze trends and identify any anomalies, enabling proactive management.

· Conduct periodic reviews of performance data to assess the impact of process improvements and adjust strategies as needed.

Team Role

Manager of people:

Team Role (Manager of outsourced employees):

· Relentlessly seeks, shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others

· Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking, innovation and rational risk-taking

· Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.

· Contribute ideas on systems and process methods to improve deliverables.

· Demonstrate active involvement in the implementation and improvement of relevant quality procedures.

· Attract, develop and retain the best team to deliver Cochlear's current and future business objectives, for example, by:

o Ensuring clarity of expectations for individuals and team

o Providing regular feedback on performance

o Providing coaching for growth and success to build individual and team capability

· Demonstrate due diligence commitment to workplace health and safety through active involvement and implementation of Cochlear's WHS and Injury management procedures.

Minimum Key Incumbent Requirements

Required Skills:

• Qualifications : B.E/B.Tech
• Experience: 6-8yrs, experience in a corporate environment in Operations/Process Improvement
• Customer focus
• Teamwork and Cooperation
• Knowledge of Process Improvement methodologies and tools- Lean, Six Sigma, Kaizen, etc. and/or Project management

Desired Skills

Key competencies required:

• Exceptional written and verbal communication skills
• Ability to effectively work under tight deadlines and manage multiple projects independently
• Adept at negotiation and persuasion
• Strong organization & time-management skills, experience in managing creatively-led projects
• Successful working in a team or working independently as self starter who uses initiative and is willing to assist with problem solving, flexible & patient, pro-active & motivated
• Drive for continuous improvement
• Ability to understand insights from data and action them Broad knowledge of company structure, processes, values and strategic direction.
• Provide a high level of professional advice, influencing and persuading internal and external contacts.

Ideal:

• Working with Oracle
• MBA in operations
• Experience within the medical devices industry will be highly regarded