Customer Experience Professional

Job Description

Customer Experience Professional (Hybrid work)Innovate to solve the worlds most important challengesJob DetailsThe 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.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.Principal ResponsibilitiesOrder EntryValidation and order entry of customer purchase orders within defined targetEnsures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)Covers order scheduling according customer specific requirements as well as internal stock availabilitySet up, document and maintaining the order entry process for assigned customersBacklog ManagementActs as an active interface between customer, ISC, Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end-to-end cycleConstantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and other internal departmentsPerforms regular backlog management reporting to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changesSupports revenue maximization activities (pull-in?s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities not for 2cContinuous Improvement & HOSApplies HOS methodology, quality standards and process compliance in day to day activitiesHighlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where requiredBased on business requirements, 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.Transition/daily supportGetting familiar with existing documentationand 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 backlogIdentification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration ? where applicable.Supports SAP, Salesforce, InContact and any other necessary system implementation and useBuilds professional relationship with the counterparts and related functions.Sharing the knowledge gathered during the KT at sending site with the receiving teamTransformational Projects, Process maintenance, Training & AuditEnsures end to end customer onboarding and operational training for new team membersActs as a SME in relation to all users & stakeholders for the respective regionActs as customer experience champion and leads BPS (best practice sharing) sessions within the teamActs as escalation point on complex casesSupports the tier meetings to monitor progress across multi-functional areasRepresents 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/monitoredReports out to Supervisor and acts as a back-up for SVAgents calls and cases evaluationsDaily monitoring of performance and taking real time corrective actions to meet KPIs

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