Job Description
This role involves developing, implementing, and establishing an operating system for Customer Service, including master data, metrics, KPI monitoring, and IT tools maintenance. The individual will be responsible for implementing Lean CS OS, work instructions, EOS procedures, and organizing training for CS representatives. They will also monitor training execution, implement new IT tools, propose process improvements, and ensure system setup aligns with EOS and SAP ERP parameters, while monitoring effectiveness metrics.
Must Have:
- Experience in the Customer service area.
- Experience with customer-specific requirements & portals.
- Self-directed, solution-oriented, and focused on results.
- Ability for decision-making, analytic skills.
- Results oriented.
- Able to plan priorities.
- Main contact for Plant communication and problem-solving.
- SAP system expert.
- Implement Lean CS OS.
- Implement work instructions and EOS procedures.
- Organize Trainings for CS representatives.
- Monitor training execution in the Aptiv Academy.
- Implement new CS or cross-functional IT tools.
- Propose improvements to IT tools and existing processes.
- Ensure the system is set up in line with EOS.
- Monitor Effectiveness Metrics and follow up on correcting the identified GAPs.
On charge to develop, implement & establish an Operating system for Customer service, Master data, metrics & KPI’s monitoring system, IT tools maintenance.
Required Competencies/Skills
- Experience in the Customer service area.
- Experience with customer-specific requirements & portals
- Self-directed, solution-oriented, and focused on results
- Ability for decision-making, analytic skills
- Results oriented
- Able to plan priorities
- Main contact for Plant communication and problem-solving
- SAP system expert
General Functions
- Implement Lean CS OS
- Implement work instructions and EOS procedures
- Training & Certification
- Organize Trainings for CS representatives following the defined training process
- Monitor training execution in the Aptiv Academy and escalate any delays, and provide support to work out the recovery of training
- Implement new CS or cross-functional IT tools
- Propose improvements to IT tools and existing processes
- Ensure the system is set up in line with EOS
- SAP ERP parameters
- Targets definition inside the tools
- Monitor Effectiveness Metrics and follow up on correcting the identified GAPs
Required Trainings
- Orientation + Basic Training / On Boarding
- Enterprise operating system
- Customer service training process
- SAP ERP
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