The Customer Experience OpEX Professional role ensures seamless execution of assigned large-scale projects, optimizing internal reporting mechanisms, and driving continuous improvement initiatives. By completing thorough testing of new tool enhancements, the Customer Experience OpEX Professional will ensure operational excellence and support the company's strategic objectives. This role is pivotal in fostering a culture of efficiency, innovation, and quality, driving improvements and eliminating no value added/waste activities ultimately contributing to the overall success and competitiveness of the organization.
Principal Responsibilities
Customer Experience OpEX Professional:
üExecute large-scale projects such as SAP migrations and pricing initiatives
üEnsure projects are delivered on time, within scope, and budget and other project requirements
üEnsure thorough documentation and communication of project status, findings, and recommendations
üCoordinate with cross-functional teams to ensure seamless execution of projects, such as E-billing and M2M digital tools
üProvide strategic direction and oversight for MOS development and enhancements
üDevelop and maintain comprehensive internal reporting mechanisms
üConduct Root Cause Analysis (RCA) to identify issues and implement Corrective and Preventive Actions (CAPA).
üEnsure all tools meet quality and performance standards before go live and throughout their life-cycle
üPlay an active role in the implementation and maintenance of the Accelerator Operating System
Pre-Order Entry:
üTimely gather all relevant info to accurately respond to all customer queries related to:
üproduct availability, stock levels, list prices where applicable (awareness of confidentiality constraints), lead times, minimum order quantity and/or value
üAccurately and on time perform system updates: new customer set-up, customer amendment and change (including ship-to, bill-to, payer, direct/indirect customer etc., based on information received from sales)
üOther customer special requirements related to GBE/market
Order Entry:
üValidation and order entry of customer purchase orders within defined target
üEnsures timely resolution of all potential roadblocks preventing order processing flowing seamlessly to fulfilment (price discrepancy, credit holds, material exclusion etc)
üCovers order scheduling according to customer specific requirements as well as internal stock availability
üSet up, document and maintaining the order entry process for assigned customers
Backlog Management:
üAct as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end-to-end cycle where possible as well as maximize revenue
üConstantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
üCommunicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog
üPerforms regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes
üSupports 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.
Claims management:
üSupports all customer disputes regarding standard return transactions, short shipments, and ensures fast resolution in collaboration with other internal departments
üEnsures accurate reporting on any physical complaints as per the internal process and monitors closure in line with customer expectation
üEnsures accurate processing of performance rebates, special pricings and quotes
üActs within defined targets on all financial claims received from customer / Credit and Collection department by validating and performing financial corrections on disputed invoices and working with Dispute Resolution Team when applicable.
Continuous Improvement & Accelerator Operating System (HOS):
üApplies HOS methodology, quality standards and process compliance in day to day activities
üHighlights process deviations or exceptions, ensures best practice sharing and initiates process improvement opportunities where required
üBased 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.
Digital Transformation:
üSupports customer onboarding and training on digital platforms
üEnsures adherence to digital technologies that will support better customer experience, including self-serve and automation opportunities
üLeads implementation and improvement of all AI initiatives aligned to customer experience strategy(GEN AI, Advisor GPT, KB360)
Transition support:
üGetting familiar with existing documentation and 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.
üSupports 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.
üActively 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 backlog
üIdentification of ERP system/version used at the sending site and its initial analysis. Takes part in ERP migration – where applicable.
üSupports SAP, Salesforce, InContact and any other necessary system implementation and use
üBuilds professional relationship with the counterparts and related functions.
üSharing the knowledge gathered during the KT at sending site with the receiving team.
Transformational Projects, Process maintenance, Training & Audit:
üEnsures end to end customer onboarding and operational training for new team members
üActs as a SME in relation to all users & stakeholders for the respective region
üActs as customer experience champion and leads BPS (best practice sharing) sessions within the team, as well as escalation point on complex cases
üOwns and drives differentiated A customers relationship and improvement plans
üSupports the tier meetings to monitor progress across multi-functional areas
üRepresents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.
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