Customer Operations Analyst

The Customer Operations Analyst is responsible for developing and supporting the strategy to deliver the highest level of customer satisfaction with a strong emphasis on operational excellence, planning & executing special projects and strengthening partner relationships in the EMEA region for their assigned customer accounts.

Customer Operations Analyst Key Responsibilities:

• Serve as a dedicated customer contact point
• Define customer policy and procedure according to different market
• environments, continue enhancement based on customer and operational feedback
• Regularly review with customers and cooperate with origin operations teams to achieve the KPIs agreed with the customers
• Achieve customer satisfaction and build relationships with customers; handle customer’s enquiries, claims and complaints
• Define, measure and ensure customer satisfaction across different stages
• Coordinate and collaborate with internal and external team to ensure delivery of best-in-class customer experience
• Identify training needs, design training modules, and conduct regular training in respect of operations and service standard
• Design and manage different workflows to ensure smooth business operations
• Manage different touch points to ensure a consistent brand exposure and service experience
• Maintain smooth working relationships with customer’s business partners across the region and ensure that they are satisfied with our systems, personnel and service overall
• Ensure SOP’s are adhered to and best practices are shared across client teams and areas of concern are addressed pro-actively
• Provide different management reports to reflect operation preparation progress and performance
• Prepare for quarterly business reviews (QBRs) and ocassional travel to customer accounts as directed by the management.

What do you have?

• University graduate with Bachelor Degree or above in Business Administration, or Supply Chain Management.
• 2 to 5 years business experience within Supply Chain/Logistics or a combination of Merchandising and Supply Chain roles an asset
• Education and/or international work experience is preferred;
• Ability to work in a time sensitive environment and be results driven
• Ability to embrace and adapt to change with a positive attitude
• Excellent interpersonal and globally adaptable communication skills
• Fluency in both German and English is required for this position
• Excellent systems skills including advanced Excel and Access
• Occasional travel within Europe may be required.

International collegaes. Lot of freedom.

What does our client offer:

• An educational and dynamic international position within a growing organization;
• Guidance and room for personal development;
• A pleasant, informal working atmosphere;
• Competitive salary with excellent secondary employment.