Customer Experience Coordinator (Analytics, Reporting & Process Improvement)

We are looking for a Customer Experience Coordinator to join our Customer Service team.

The Customer Experience Coordinator retains process know-how for either Customer Service or Logistics Operations in the region and will ensure that processes are followed, efficiently executed and are auditable.

YOU will be involved in the following tasks:

• Analytics & Reporting: support leadership with regular review of KPI-s with necessary actions suggested, provide ad-hoc reports as needed with a focus on day-to-day operations
• Ad-hoc reporting requirements for Commercial for order overviews
• Celonis: Monitoring workload per process and process adherence >> align with OPEX team for potential process improvements
• Recommend process improvement including investigation of repetitive quality failures with focus on Logistic Operations (Work with QN Coordinator and Quality Management team). 
• Audits: Support CX in internal and external audits by obtaining requested evidence i.e., IATF support.
• VAT exemption process (set-up and follow-up for i.e., Italy and France) and VAT scenario alignment.
• Knowledge retention: ensure regular review of process documentation. 
• Business Rules: Works closely with CX teams, other Supply Chain functions, and the Commercial teams to ensure business rules are applied properly.
• Approve credit, debit, returns.
• Back-up of Team Lead (optional).
• Back-up of Consignment Coordinator.

What YOU will bring to the team:

• Experience in Customer Service related field (3-5 years).
• Profound knowledge of Customer Service processes.
• Experience in Data Management:
  - Proficient in data analysis tools, such as Excel (macro) and PowerBI.
  - Knowledge of information technologies (AI).
  - Experience with SAP background tables.
  - Excelent Analytical capabilities with the ability to measure progress on KPI.
• Provide analytical support to Customer Service Leadership.
• Data-driven decision making: elaborate clear reports and presentations to deliver insights to different stakeholders
• Excellent oral and written communication skills (English).
• Problem Solving: Strong analytical skills are required to engage and resolve detailed issue.
• Managing for Productivity: Self-managed professional with technical systems experience who possesses strong organizational skills to provide accurate follow-up through completion of multiple concurrent tasks.
• Ability to lead and prioritize multiple projects at a time while meeting deadlines and operating in a very time constrained environment.
• Teamwork and Collaboration: ability to network and be a strong team player. Work well in a team setting, embrace others’ differences and constructive feedback.
• Embracing Change: positive change agents and motivate users to embrace change.​
• Proactive and solution oriented: securing relevant information and identifying key issues; committing to an action after developing alternative courses of actions.
• Flexible and responsive attitude: prepared to discover new solutions for new challenges as they arise and remaining tenacious in achieving the required result.

In exchange we offer YOU the following benefits:

• Cafeteria and Private Health Care Insurance
• Flexible working arrangements and home office possibilities
• Structured onboarding support
• Diverse career paths (people management, subject matter expert)
• Development opportunities (free language courses, online learning courses)
• Company events, CSR activities and possibility to join social groups