Customer Engagement Management Advisor
Job Description
- Supply Chain Operations Professional (or equivalent certification).
- Handle and resolve customer issues and escalations leveraging in-depth knowledge of organization products and services.
- Leverage data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement, and make recommendations.
- Manage and strengthen relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs.
- Provide regular updates to the management on customer engagement performance and strategic initiatives.
- Collaborate with cross-functional teams to identify inefficiencies and develop strategies for process enhancements.
- Collect and analyze operational data to identify patterns, risks, and opportunities for process optimization.
- Collaborate closely with other departments to improve solutions and ensure seamless customer interactions.
- Generate reports on key performance metrics and share actionable insights with management and stakeholders.
- Investigate root causes of recurring operational issues and propose sustainable solutions to improve accuracy and efficiency.
- Partner with internal teams, including the Delivery team as the primary stakeholders as well as sales, sales operations (Master Data, CEM, eBusiness), and other teams, to address operational challenges effectively.
- Ensure that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.
- Bachelor’s degree in Business Administration, Supply Chain Management, or a related discipline, or equivalent work experience.
- 2-4 years of work experience in supply chain operations, order management, or related fields.
Customer Engagement Management Advisor
Description -
Job Summary
This role is essential in driving the success of our customer experience goals, a cornerstone of our company’s mission. By supporting key business operations activities to support the E2E OM process, this position ensures that every order is handled with precision, efficiency, and care from processing customer orders and performing changes, cancellations, and updates to uploading invoices, this role ensures seamless and effective order fulfillment.
As a vital contributor to our commitment to excellence, this role collaborates with cross-functional teams to address root causes of recurring issues, ensuring operational efficiency and adherence to policies and procedures. This position plays a vital role in maintaining accurate order data and contributing to process improvements within the Supply Chain Operations and Analytics Hub (SCOAH).
Responsibilities
- Handles and resolves customer issues and escalations leveraging in-depth knowledge of organization products and services.
- Leverages data analytics, customer feedback, and insights to identify trends, pain points, and opportunities for improvement, and makes recommendations.
- Manages and strengthens relationships with vendors and channel partners, ensuring effective collaboration and alignment with customer needs.
- Provides regular updates to the management on customer engagement performance and strategic initiatives.
- Collaborate with cross-functional teams to identify inefficiencies and develop strategies for process enhancements.
- Collect and analyze operational data to identify patterns, risks, and opportunities for process optimization.
- Collaborates closely with other departments to improve solutions and ensure seamless customer interactions.
- Generate reports on key performance metrics and share actionable insights with management and stakeholders.
- Investigate root causes of recurring operational issues and propose sustainable solutions to improve accuracy and efficiency.
- Partner with internal teams , including the Delivery team as the primary stakeholders as well as sales, sales operations (Master Data, CEM, eBusiness) , and other teams , to address operational challenges effectively.
- Ensures that all customer engagement activities comply with ethical and legal requirements, including data protection and consumer rights.
Education & Experience Recommended
bachelor’s degree in business administration, Supply Chain Management, or a related discipline, or equivalent work experience.
Typically has 2-4 years of work experience in supply chain operations, order management, or related fields.
Preferred Certifications
Preferred Certifications: Supply Chain Operations Professional (or equivalent certification).
Knowledge & Skills
Strong attention to detail and organizational skills.
Proficiency in SAP and advanced Excel skills.
Analytical mindset with the ability to resolve issues independently.
Excellent verbal and written communication skills in English.
Cross-Org Skills
Effective Communication
Results Orientation
Learning Agility
Digital Fluency
Customer Centricity
Operational Excellence
Emotional Intelligence
Growth mindset, proactiveness and initiative
data analytics
Leadership
decision making
Impact & Scope
Directly contributes to team success by executing critical order management tasks and driving process improvement initiatives.
Acts as an informed team member, providing insights and analysis to improve operational performance.
Complexity
Handles routine and moderately complex order management issues, ensuring timely and accurate execution within established guidelines.
Disclaimer
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
