Specialist Customer Service
hace 4 semanas
Customer Experience Specialist (Colombia)
**Department**: Customer Service
**SUMMARY OF THE POSITION**
Job is based in Bogota, Colombia
**RESPONSIBILITIES**
- Be the leader of Order Management and assure governance to execute purchase orders processing, returns, free of change deliveries and customer master data.
- Monitor the Order Management and delivery operation (Order Management) through the On Time in Full indicator, in order to interact on the impacts and benefits for the customer's experience.
- Be the business partner with commercial teams and act a central point of communication between commercial, finance, logistics, planning, technical service.
- Be the customer advocacy assuring processing lead and deliveries times feet’s to customers interests, looking for a superior customer experience that generate opportunities to improve satisfaction and loyalty.
- Periodically review procedures and work instructions, ensuring operational adherence to the order management flow and constantly.
- Use the best market practices and automation to improve the order management flows, using automation, performance indicators dashboards, Business Intelligences tools, etc
- Support the structuring of the implementation process for order entry on a massive scale with e-commerce, portal and digital transformation.
- Guarantee the entry of orders in accordance with the service SLA and the quantities requested by customers, following the Concept of Perfect Order.
- Make contacts and visits to strategic clients to guarantee attention and level of service in accordance with the contracts
- Support the sales team through analysis, construction of control tools and visibility of the order book.
- Perform the customer journey mapping process, discovery customer paint points and its root causes, work as a team leader on improvement process and engage to close the loop with customers after the process map.
- Ensure the governance and development of the Customer Experience program through the indicators: Net Promote Score, Customer Satisfaction, Customer Effort Score and Financial Returns of the program.
- Leading operational alignment meetings with the Commercial, Fiscal, Finance, logistics and planning teams, and challenging opportunities for improve processes and communications.
- Proactively lead the tests and implementations of the ERP system.
- Support the development and manage the operation through service level indicators, identifying operational failures and proposing corrective actions.
- Minimize the number of claims calls and increase service satisfaction through the effective identification of root causes and effects, as well as adequate guidance for customers, sales and marketing teams in relation to the operational problems.
- Act and guarantee the qualification of the professionals in the area and the sales team, regarding the order flows and billing.
- Guarantee compliance with the rules, procedures and policies established by the company, as well as suggest changes in the process whenever there is an effective opportunity.
- Manage Professional Services contracts for Order Management, and be responsible for their results.
- Report work incidents and any unsafe act that prevents the proper performance of work
- Seek comprehensive health care and participate in the prevention of occupational hazards.
- Provide clear, truthful, timely and complete information on your health status.
- Immediately report the occurrence of an accident or incident.
- Comply with the rules, regulations and instructions of the company's Occupational Health and Safety Management System.
- Report in a timely manner the presence of working conditions that are dangerous for the safety and health of the worker.
- Maintain order and cleanliness in the different workplaces.
- Comply with and abide by all the Policies that make up the Occupational Health and Safety Management System
**EXPERIENCE & QUALIFICATIONS**
- _ EDUCATION_
- ** Formation**: Bachelors in administration, engineering, logistics or related areas.
- _ MINIMUM EXPERIENCE_
- ** Minimum Experience**: 4 to 6 years as a leader in order management flow, managing direct headcounts and professional services.
Have experience on Customer Experience programs, customer journey and Net promote scores would be a plus
Having exercised leadership in order management, logistics and planning processes will be a differential too.
**Additional topics relevant for the position**:
- Previous experience on eCommerce and SAP
- Should be able to think outside the box with innovation and creativity
- Empowerment to take decisions
- Stronger influencer
- Customer Centric Orientation
- Passion to provide service to the customer
- Excellent communication and presentation skills
- Capable to draw and review procedures and workflows
- _ LANGUAGE SKILLS_
Fluency in English and Spanish are required
**COMPETENCES**
**Develop talents**:
- Continuously develop your own skill set, and ensure teac
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