Customer Experience Specialist

hace 4 semanas


Bogota, 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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