Customer Experience OPEX Professional

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This role will report to the regional Customer Experience Supervisor/Senior Supervisor and will be responsible for commercial and operational activities as part of the Order-To-Cash process for A customer base: i.e. validation and booking of customer orders, managing order fulfillment activities, providing proactive updates to customers, managing physical & financial claims etc. with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.

The Customer Experience OpEX Professional role ensures seamless execution of assigned large-scale projects, optimizing internal reporting mechanisms, and driving continuous improvement initiatives. By completing thorough testing of new tool enhancements, the Customer Experience OpEX Professional will ensure operational excellence and support the company's strategic objectives.

Role & responsibilities

• Ensures end to end customer onboarding and operational training for new team members
• Acts as a SME in relation to all users & stakeholders for the respective region
• Acts as customer experience champion and leads BPS (best practice sharing) sessions within the team, as well as escalation point on complex cases
• Owns and drives differentiated A customers relationship and improvement plans
• Supports the tier meetings to monitor progress across multi-functional areas
• Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.
• Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored
• Reports out to Supervisor and acts as a back-up for SV
• Agents calls and cases evaluations

Preferred candidate profile

• Bachelors degree
• Business fluent in written and spoken English, other European languages represent a plus
• 5+ years Customer Support and/or equivalent in supply chain / order management / OTC related experience
• 0-2 years of experience with reporting, knowledge transfer and/or coaching experience
• Strong knowledge/experience with CRM/ERP system business processes (SAP is required)
• High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams).