DuPont Cusromer Service Process Coach (m/f) in Lombardia, Italy
Cusromer Service Process Coach (m/f) (Job Number: CUS00002164)
The purpose of this position is to monitor, analyze and train team members to improve efficiency, individual performance, and ensure compliance with processes/procedures. The position will be based in Italy but can serve to other countries within CU.
The individual is an Expert within the Order Receipt and Handling work process with objective
to interface with Customers, SE CU Businesses and functional partners to deliver exceptional service to Customers and profitability to the company
to be the Customer Service Specialist with best know-how and experience in the OR&H process and all the sub processes related to it
to be the Trainer and Coach of new / existing Customer Service Representatives on ERP systems
to influence the SE CU Business and the functions inside company to carry out possible operational changes with the purpose of - Gaining productivity in our processes / Contributing with value added to the business / Increasing the level of Customer Service we can provide to our customer / Improving Customer satisfaction / Being the best in class with the low cost-to-serve
The individual will continuously support process improvement/training, assist CSRs with their needs, resolve concerns and difficulties in use of tools and processes and act proactively to ensure smooth team operations and effective collaboration.
Be the Expert in Order Receipt & Handling work process and systems required for effective order entry and order management.
Be the Customer Service Team Focal Point for Implementation of new processes & systems
Ensure ‘Order Receipt & Handling’ Processes are documented & under corporate compliance.
Coach and train new / existing CSRs on work processes, ERP system and present / future technology.
Ensure work process execution is standardize across teams
Identify possible issues / challenges and facilitate solutions by providing Level 1 support and evaluate deviations from the standard work process
Work in problem solving on daily basis in SE CU Customer Service
Create and implement corrective actions and/or changes in our procedures and have the authority of assigning tasks to CSRs related to these improvements.
Interact with other SE CU Customer Service teams to share experiences, ideas and understand best practices for possible leveraging
Assist in identifying team member training requirements, tools and improvement opportunities and escalate to the Customer Service Team Leaders appropriately.
Perform system, work process assessments, and audits (ISO, SOX and Corporate) on team members as appropriate
Identify customized solutions for customers to provide the company with competitive advantage.
Work with Customer Service Team Leaders to use work group and department measures to track progress against business strategies
Key Stakeholders and Interactions
Internal: EMEA CS lead, CU CS Lead, Country CS Leaders, Customer Service representatives, Customer Service Specialists and Subject Matter Experts.
Measures of success/Scorecards
Order Receipt & Handling processes documented and yearly reviewed.
Control OR&H scorecards and to work closely with Customer Service Team Leaders to assure the successful accomplishment of all the metrics.
Study, develop and implement new metrics / processes for the function.
Interact with Customers and Company’s Functions across SE CU with the purpose of visibly differentiate our organization to provide premier customer service in various business models
creating a competitive advantage through increased customer intimacy, leveraging core competencies & resources, to deliver functional excellence
Advanced English. University degree (Administration, Chemical, Foreign Trade).
Strong Customer Service experience required
Very strong and detailed knowledge in daily Customer Service processes (rebate, invoicing, commissions, order entry handling etc.)
Exceptional interpersonal skills with the ability to be versatile and flexible with Team members, business partners and customers, while effectively influencing others and managing outcomes.
Initiative and Value Creation.
Knowledge of using ECC and other technologies and systems.
Work Process aptitude is critical to success.Customer Advocate
Leadership: have skills to influence and guide other people
Primary Location: EMEA-Italy-Lombardia-Cremona
Education Level: Bachelor's Degree (±16 years)
Employee Status: Regular
Job Type: Experienced
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