Customer Experience Coordinator M/F
1 semana atrás
Customer Experience Coordinator M/F
At Voltalia we are passionate about renewable energies We are an electricity producer from wind, solar, hydro, biomass and storage and also a service provider to 3rd party clients such as Development, EPC, O&M and Distribution.Today we are in 20 countries, split among 4 continents, and offering a global operating capacity to our clients. We are listed on the regulated Euronext market in Paris since July 2014.
Our Equipment, Trading and Distribution department is looking for a Customer Experience Coordinator , that will have the following responsibilities:
· Manage all the team responsible for the care and support of our customers (business-to-business)
· Create culture and processes to support business achievements and objectives in compliance with their customer service
· Create and optimize of internal processes and procedures
· Supervise the areas of Order Processing and Complaint Management
· Create and improve of relevant Customer Metrics
· Optimize and monitor the cooperation with the Sales teams
· Identify new tools and technologies to better serve the customer
· Map Customer Insight and Root Cause Analytics to identify improvements for the business line
· Identify potential risk issues and ensure full regulatory compliance and legal requirements
· Work with other departments as Sales, Finance, Marketing and Operations to negotiate and influence customer experience improvement
· Act as the voice of the customer across the organization
· Support team ́s competences development and growth
· Support Finance and Quality team ensuring the regular reporting (customer's receivables, sales orders backlog, sales metrics, etc.)
· Supporting the team in all matters relating to customer care
REQUIREMENTS
· Experience in similar functions of at least 5 years (Business Management degree is an advantage)
· Previous experience in renewable energy is an advantage
· Proficiency in English and Portuguese language (written and spoken)
· Experience with IT tools (MS Office, ERP, CRM)
· ERP and/or CRM Implementation experience
· Able to interpret MI/BI
· Team management skills
KEY SKILLS
· Strong strategic and customer focus
· Market Analyzes
· Excellent communication skills and capacity to adapt it to all levels
· Capacity to work autonomously and motivate others
· Capacity to work in a fast pace environmental
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