Jobid=610625960085356812 (0.0985)
Customer Operations Analyst
Functie omschrijving Customer Operations Analyst
The Customer Operations Analyst is responsible for developing and supporting the strategy to deliver the highest level of customer satisfaction with a strong emphasis on operational excellence, planning & executing special projects and strengthening partner relationships in the EMEA region for their assigned customer accounts.
Customer Operations Analyst Key Responsibilities:
Serve as a dedicated customer contact point
Define customer policy and procedure according to different market
environments, continue enhancement based on customer and operational feedback
Regularly review with customers and cooperate with origin operations teams to achieve the KPIs agreed with the customers
Achieve customer satisfaction and build relationships with customers; handle customer’s enquiries, claims and complaints
Define, measure and ensure customer satisfaction across different stages
Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience
Identify training needs, design training modules, and conduct regular training in respect of operations and service standard
Design and manage different workflows to ensure smooth business operations
Manage different touch points to ensure a consistent brand exposure and service experience
Maintain smooth working relationships with customer’s business partners across the region and ensure that they are satisfied with our systems, personnel and service overall
Ensure SOP’s are adhered to and best practices are shared across client teams and areas of concern are addressed pro-actively
Provide different management reports to reflect operation preparation progress and performance
Prepare for quarterly business reviews (QBRs) and ocassional travel to customer accounts as directed by the management.
Functie eisen Customer Operations Analyst
What do you have?
University graduate with Bachelor Degree or above in Business Administration, or Supply Chain Management.
2 to 5 years business experience within Supply Chain/Logistics or a combination of Merchandising and Supply Chain roles an asset
Education and/or international work experience is preferred;
Ability to work in a time sensitive environment and be results driven
Ability to embrace and adapt to change with a positive attitude
Excellent interpersonal and globally adaptable communication skills
Fluency in both German and English is required for this position
Excellent systems skills including advanced Excel and Access
Occasional travel within Europe may be required.
Organisatiebeschrijving
An international supply chain organisatie EMEA based in Rotterdam.
Bedrijfscultuur
International collegaes. Lot of freedom.
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