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Customer Operations Specialist (German)
A global technology company is seeking innovative professionals to join their team. This company provides cutting-edge imaging solutions and technologies to businesses worldwide, with a strong focus on sustainability and reducing the environmental impact of their products. If you are passionate about making a positive impact in the world and contributing to the development of sustainable solutions, this is the opportunity for you. Join a dynamic team and drive the mission of delivering innovative and sustainable solutions to their customers.
Main responsibilities:
- Centralized role that is responsible for managing & executing contracted Managed Services as defined by Customer Statement of Work (SOW) in the local language (German)
- The Customer Operations Specialist works with customer contacts, 3rd party partners, and the company's resources to execute defined services
- Duties include day-to-day service delivery execution and escalation management
- Responsible for management and execution of contracted Managed Services as defined by Customer Statement of Work for one or more accounts
- Ensure required reports are accurate and provided timely (e.g.: monitoring and reporting on services & maintenance performance metrics, root cause analysis
- Assures compliance with the company's and Customer’s HR, procurement, legal, financial, ethics and government-related policies, strategies, and processes
- Perform root cause analysis for defects/issues related to the company's product, supplies, or services when required
- Manage/communicate to suppliers and partners in the delivery of service as required
- Work with local management and Global Process owner teams to identify process gaps, opportunities, and support models to improve customer support
- Place and manage orders, replace defective parts, and manage returns
- Confirm, monitor, and track equipment and supplies delivery and installation
Required skills:
- 3+ years of customer interaction experience with enterprise-level clients
- 2+ years experience in customer support/order management role
- Fluent in German and English language knowledge
- Experience in understanding and documenting current and future state business/operations processes
- Excellent skills in MS Office Suite including, word processing, spreadsheet, and presentation software
- Strong analytical and reasoning abilities
- Ability to work effectively with limited supervision and work cooperatively with customers, remote team members, and manager
Advantages:
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What our partner can offer to you:
- Multinational environment
- Hybrid working structure (2 days home office/week)
- Training opportunities
- Career opportunities