Customer Service
Job Summary
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. Key responsibilities include implementing Lean CS OS, work instructions, EOS procedures, and organizing training for CS representatives. The role also focuses on improving IT tools, ensuring system setup aligns with EOS, and monitoring effectiveness metrics to address identified gaps. Expertise in SAP systems and customer service is essential.
Must have:
- Develop, implement & establish an Operating system for Customer service.
- Monitor Master data, metrics & KPI’s.
- Maintain IT tools.
- Experience in the Customer service area.
- Experience with customer-specific requirements & portals.
- Self-directed, solution-oriented, and focused on results.
- Ability for decision-making and analytic skills.
- SAP system expert.
- Implement Lean CS OS, work instructions, and EOS procedures.
- Organize and monitor trainings for CS representatives.
- Implement new CS or cross-functional IT tools.
- Ensure system setup is in line with EOS and SAP ERP parameters.
- Monitor Effectiveness Metrics and follow up on correcting GAPs.
5 skills required
Job Details
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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About The Company
Aptiv is a global technology company that develops safer, greener and more connected solutions enabling the future of mobility. Headquartered in Dublin, Aptiv has approximately 180,000+ employees and operates 12 technical centers, as well as manufacturing sites and customer support centers in 44 countries. Visitaptiv.com.
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