Continuous Improvement Specialist
4 weeks ago
**What you’ll do**:
As a Continuous Improvement Specialist you will be responsible for preparing and improving standard work for Customer Support area interfacing with customers, logistics and/or sales or service representative to handle a variety of pre-sales and post-sales support services. Provide assistance to sales functions across EMEA countries and external customers in areas such as product/service order fulfilment processes, customer service requests such as end-to-end order status management, claims and repair requests, product changes or returns, and invoicing requirements.
**Your main responsibilities**:
1. Drive customer loyalty through increased productivity and improve value through high performance culture
2. Actively contribute to the effective organization of all aspects of the Support team through various resources - people, process and technology
3. Proactively act as expert team member for customers and team members to carry out and identify solutions to standard and non-standard task/queries and escalations
4. Own and drive the creation of daily/weekly/monthly team reporting activities.
5. Lead Training and Knowledge sharing sessions within and outside of team to adapt best practices at BSC Budapest
6. Promote customer satisfaction and achieves cycle time reduction through team-based problem solving
7. Fosters an environment which promotes company's goals and philosophy, encourages continuous improvement and builds customer relationships
8. Contribute to the creation of complete and up-to-date process documentations
10. Understanding and usage of Eaton Business System (EBS) standardized system that contains a “toolbox” of lean processes and techniques
11. Support Management in the implementation of standardized CIF (Continuous Improvement Framework) for the CS Teams and Individuals
12. Usage CI materials in daily operations and process improvements
**Qualifications**:
- Bachelor’s degree (BSc/BA)
- 5+ years of experience CI & Customer engagement experience, English and Arabic fluency is a must
- Basic MS Office, ERPs (SAP) and CRM (Sales Force) knowledge, CIF and Lean tools relevant for the operations improvements. Previous exposure to E-commerce platforms such as Order canter or call canter is a Plus
- Strong communication skills (written and verbal), customer service attitude, strong attention to details, Problem solving, adapting and driving change, ownership of assignments, projects, teamwork, networking and continuous learning skills.
**Skills**:
- SAP, ERP, EDI, MS Office
- Analysis, Communication, Presentation, Influencing, Customer Attitude
- Digitalization (Ecommerce, Contact Center, Power BI, PowerApps..)
- Continuous Improvement (hands-on process documentation and flowchart, ISO compliance..)
- Commercial experience (Accounts, Pipeline, Opportunity, Lead, and Deal Management in Salesforce, Interaction with Sales teams
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