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.

Exp Cust Exp Professional supports Customer Service Representatives, Manager & Business to ensure all customer needs and expectations are met. Acts as the process expert and point of contact for the processes and areas assigned as well as runs reports and analysis for the team. Is responsible for offering support to team members on process issues, identifies process gaps. The main areas are contact point for process issues, training and assistance to team members in operational matters, escalations level mgmt. Is responsible to help Supervisor in planning process training for each team member as well as deliver some of the sessions. He/she is responsible to share knowledge following SOPs and standard work, process and business updates.

Key areas:

maintaining a partnership with leading teams in the European countries relevant to the Centre, aligning Centre teams with behaviour, standards and results (by conducting projects in the field of standardization and improvement involving more teams), fulfilling a SME role for HUB staff, supports standardizations processes.

• Bachelor’s degree (or equivalent experience)
• Business fluent in written and spoken English, other European languages represent a plus
• 8+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience; Order Book Management knowledge required, Export & Logistics knowledge
• BMS business fluent knowledge including the Swiss Co Model is a must
• Previous experience in a Supervisor’s position is a plus; Knowledge of more than one GBE processes
• Strong knowledge/experience with CRM/ERP system business processes (SAP advanced is required)
• High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams)
• Six Sigma Certificate

Our offer:

• State-of-the-art office with parking, chill-out areas, bicycle stands, showers and probably the best coffee in town
• Fruits bowls and sports activities to support your health and well-being
• Daily paid break - 30 mins and flexible working hours
• Hybrid work arrangement to support your work-life balance (3 days office, 2 days remotely)
• Competitive Salary regularly increased based on your performance
• Flexible benefits basket with monthly budget allocated (medical insurance, life insurance, Multisport Card)
• Generali Insurance (Accident Insurance)
• Referrals bonuses for all open jobs and recognition programs
• Comprehensive induction, ongoing training and development to set you up for success
• In-house and external learning platforms supporting development opportunities
• Work experience opportunities to help you grow your career with us
• Global employee networks to help you connect and grow
• Employee Assistance Program
• Free and confidential service to help with any difficulties regarding work, life and personal or family matters

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!

The Future Is

What WeMake It:

SME team support

• Supports a team of customer service representatives with his/her guidance to ensure all customer needs and expectations are met
• Plans for having the right operational plan for business continuity
• Monitors and intervenes for timely assignment of tasks in order to ensure processing based on agreed SLA
• Fulfillment of the annual projects, according to the established performance level/SLA

Building and maintaining partnership with stakeholders

• Builds and maintains partnership with the business stakeholders on operations and priorities; acts as the contact point for the stakeholders in terms of: escalation, cross SBG projects/initatives
• Organize and present in MOR meetings own teams KPIs. Assumes ownership and drive implementation of actions resulted from the meetings for the teams

Alignment and standardization

• Contributes to and supports the implementation of Global and Regional standardization (eg. Conexiom) and alignment strategies, ensuring Customer experience and efficiency are priorities

HOS and Continuous improvement

• Actively contributes to establishing the HOS and its implementation in the team. Implements, applies, improve, drive HOS methodology, quality standards and process compliance in day to day activities. Supports Supervisor in: monitoring results, identifies issues and creates/executes plans to address issues
• Runs improvement projects and actively implements Agile methodology.
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
• Identifies constantly the opportunities of improvement for own activity and department’s activities (Kaizen ideas in accordance with the objectives of the company) and through coaching techniques
• Highlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
• Leads CX support of current projects related to process improvements, task automation, process standardization and data update. Provides inputs and serves as a POC for UAT when needed.
• Collaborates with global leaders on projects, improvements.

Communication and reporting

• Utilises LSW daily and revises its content on a quarterly basis
• Participates in all the meetings which are necessary for this position (daily Tier meetings level 1,2 and/or weekly/monthly meetings, etc.)
• Centralizes monthly data regarding their team’s planning and achievements
• Measures and reports daily their team’s performance

Transition/daily support

• Getting familiar with existing documentation and managing the existing documentation as well as keeping it up to date (Value Stream Maps, SOPs, Transition checklists, RASIC and other). Identification of blind spots and potential risks.
• Supports Supervisor in transition planning which includes i.e. preparation of the KT agenda, introduction to transition team and to the sending site, participation in regular catch up calls.
• Actively takes part in shadowing during the visit at the sending site – reviews the documentation and compares it with the tasks that are being done, gathers customers specific requirements, identifies backlog
• Identification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.
• Supports SAP, Salesforce, In Contact and any other necessary system implementation and use
• Builds professional relationship with the counterparts and related functions.
• Sharing the knowledge gathered during the KT at sending site with the receiving team.

Transformational Projects, Process maintenance, Training & Audit

• 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 department.
• Acts as customer experience champion and leads BPS (best practice sharing) sessions within the team.
• Acts as escalation point on complex cases
• 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 CX Manager/Director and acts as a back-up for SV
• Agents calls and cases evaluations
• Daily monitoring of performance and taking real time corrective actions to meet KPI's