Customer Operations Specialist Supply Chain

Customer Service Experience Specialist

Required Education: High School Diploma

Required Qualifications/Skills/Experience:

• 2–5 years of experience in Customer Service, Supply Chain, or Sales
• Experience in customer-facing operations, including Customer Service or Sales
• Knowledge of Order-to-Cash (OTC) processes
• Experience with cloud-based solutions such as Service Cloud
• Experience with ERP systems such as SAP
• Experience using IT applications and customer service supporting systems
• Understanding of Supply Chain processes
• Ability to deliver an exceptional customer service experience and maintain a customer-centric mindset
• Ability to manage customer interactions and serve as a single point of contact
• Ability to collaborate with internal departments and functions to meet customer expectations and needs
• Ability to prioritize workflow and complete work according to required standards of productivity, quality, and timeliness

Preferred Qualifications/Skills/Experience:

• Spanish or French language skills

Customer Service Experience Specialist Overview:

• Deliver an amazing Customer Service Experience (CSX) by being fully accountable for the end-to-end customer journey and collecting feedback to support continuous improvement
• Act as the single point of contact for current and new customers while collaborating with relevant internal departments to meet customer expectations and needs
• Manage OTC and Customer Service activities with a focus on customer-facing interactions, including inbound and outbound communications
• Serve as the Voice of the Customer by reporting on customer interactions, understanding customer needs and expectations, building customer trust and relationships, and identifying opportunities to improve customer satisfaction
• Support supply, commercial, and application inquiries while collecting feedback and supporting customer retention and business development activities
• Maintain quality CRM data following customer contacts, including call plans and scheduled follow-up actions
• Collaborate with CSX, CoE, GBS+, Supply Chain, and other internal functions through Service Cloud to align priorities and monitor commitments
• Support customer experience initiatives, tools, processes, and testing while differentiating service according to customer segmentation, service levels, and customer satisfaction
• Contribute to continuous improvement efforts that enhance operational efficiency, streamline workflows, and improve the customer experience
• Utilize SAP, Service Cloud, and other supporting systems to drive efficiencies and provide feedback for systems improvement
• Plan daily, weekly, and monthly activities to support business continuity, efficiency, and customer satisfaction
• Comply with Client Corporate Standards, Global SHE, and Sustainability requirements

Job Duties:

• Accountable for customer-facing activities and customer experience, acting as a single point of contact for customers
• Adopt a customer-centric mindset in day-to-day interactions by setting and meeting expectations, providing a stress-free experience, and maintaining a positive and professional demeanor
• Run OTC and Customer Service Management, focusing mainly on customer interaction-related activities, including inbound and outbound interactions
• Contribute to the Voice of the Customer by reporting and providing feedback on client interactions and supporting an understanding of customer segments, trends, needs, and expectations
• Build customer trust and relationships by supporting supply, commercial, and application inquiries
• Collect customer feedback and identify opportunities to drive customer satisfaction, including through regular visits
• Enter relevant customer information into the CRM system after each customer contact to create a call plan and ensure quality data for customer retention and business development activities
• Schedule follow-up actions
• Provide quality customer service while identifying opportunities to secure new business or support retention through customer interactions
• Handle customer cases and complex queries to minimize disruption and downtime
• Collaborate closely with CSX, CoE, GBS+, Supply Chain, and other internal partners and functions, mainly through Service Cloud
• Judge and align priorities to meet customer expectations and needs against Supply Chain capabilities
• Monitor and ensure delivery of commitments from other functions
• Support implementation of customer experience initiatives, tools, and processes, including customer experience testing
• Differentiate service according to customer segmentation, service levels, and customer satisfaction levels
• Review existing operations and generate new ideas to identify continuous improvements that enhance operational efficiency, streamline workflows, and improve customer experience
• Prioritize workflow and ensure work is completed according to required standards for productivity, quality, and timeliness
• Use KPIs, performance management systems, and reports to improve personal performance
• Utilize SAP, Service Cloud, and customer service supporting systems and tools to drive efficiencies
• Provide feedback to contribute to internal and external systems improvements
• Plan daily, weekly, and monthly activities to ensure business continuity, enhance efficiencies, and improve customer satisfaction
• Actively participate in team meetings to align priorities
• Comply with Client Corporate Standards, Global SHE, and Sustainability requirements

Travel: Regular customer visits may be required