Customer Experience Specialist

hace 2 semanas

Bogotá, Bogotá D.E., Colombia Yara A tiempo completo

Date posted:
Apr 10, 2023- Location: Bogota, Bogotá D

C, CO- Job Function:
Sales & Marketing- Job Type: Permanent- Job Requisition ID: 15461
Customer Experience Specialist:

About the Unit:


Yara es el proveedor líder global de soluciones de nutrición para los más distintos cultivos mediante la combinación de los conocimientos global y local de los cultivos, portafolio de productos de alta calidad y competencia de aplicación sin igual.

En los últimos años Yara viene creciendo y adquiriendo un importante espacio en el mercado de fertilizantes en América Latina y en el papel apoyar activamente el desarrollo de agricultura sostenible, productiva y rentable para diversos cultivos.


Actualmente tenemos la vacante para el puesto de Especialista de Experiência de Cliente, buscamos una persona con liderazgo y motivación cuyo objetivo principal es garantizar la correcta gestión de las solicitudes y no conformidades recibidas por parte de los clientes, identificando oportunidades en los procesos y trabajando de la mano con las áreas involucradas con el fin de garantizar la no repetición de los eventos adversos, así mismo, consolidar la satisfacción y lealtad del cliente como un medio para hacer que el negocio sea más productivo y rentable y contribuir a los resultados de la compañía.

El puesto tiene base en Colombia y reportará directamente al Business Excellence Coordinator.

Responsibilities:

  • Realizar la planeación y gestionar la implementación de estrategias para dar cumplimiento/respuesta a las solicitudes recibidas por parte de los clientes de manera oportuna, respetando los níveles de servicio establecidos.
  • Trabajar estrechamente con todos los departamentos para garantizar que el sistema de gestión de no conformidades recibidas por los clientes funcione correctamente y se elaboren planes de mejora con el objetivo de disminuir la ocurrencia de estas.
  • Garantizar la correcta documentación de las solicitudes en la plataforma definida para su estricto seguimiento.
  • Generar informes mensuales de la gestión de las solicitudes/no conformidades junto con sus planes de acción y presentarlo a las partes interesadas.
  • Realizar el seguimiento y mantener la trazabilidad de los casos para lograr el cierre de estos.
  • Gestión y mejora de los procesos de gestión de solicitudes/no conformidades.
  • Analizar tendencias, níveles de criticidad/impacto y frecuencias para mantener una estructura de priorización de las iniciativas.
  • Seguimiento de las iniciativas y planes de acción/mejoras generados.
  • Brindar acompañamiento en la solución de casos.
  • Generar informe de soportes finales y cierre de casos.
  • Generación de certificados de compra.

Profile:

Educación:
Profesional en Administración de Empresas, Ingeniería Industrial y carreras afines.

Experiência:
Experiência previa en CRM (Salesforce idealmente), conocimientos previos en procesos relacionados al negocios Agrícola.

Conocimientos y habilidades:

  • Excelente planificación, habilidades analíticas y gestión de proyectos
  • Capacidad de anticipar problemas, establecer prioridades y trabajar proactivamente hacia el objetivo
  • Creativo y flexible
  • Habilidades de Liderazgo e influencia
  • Conocimiento y comprensión de los procesos de la empresa sería ideal
  • Metodologías de mejora continua y de análisis de causa raíz
  • Fuertes habilidades de comunicación interpersonal

Additional Information:

Contact details:

Danna Méndez - HR Specialist

Carolina Ahumada - HRBP

Abril 24, 2023

Job Segment:
CRM, Agricultural, Technology, Agriculture

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