Customer Service Excecutive

About this Position Please add a text and explain the position What you´ll do Manage complex order request processes (sample, special equipment, others, not rule based), securing quality and reliability Act as 1st level support/resolution for GBS+ in case of exceptions arising from rule-based processes (i.e consignment stock reconciliation) Act as single point of contact, being responsible for complex decision related service delivery requests without direct customer interaction Support the understanding of customer segments and needs by analyzing customer feedback (Voice of Customer) Enter relevant data in the CRM system to create call plan ensure quality data for business development activities, schedule follow-ups Act on complex decision service delivery, provide quality service to customers while identifying opportunities to secure business Collaborate closely with internal partners (CSX, CoE, GBS+, SC), judging and aligning priorities to meet customer needs vs. SC capabilities Support the implementation of organizational changes, processes, projects, pilots and regional best practices Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level Contribute to identifying continuous improvement opportunities to enhance efficiencies, streamline workflows or improve customer experience Prioritize own workflow, ensure work is completed with productivity, quality timeliness; use KPI's and reports to monitor own performance Utilize customer service systems and tools (SAP Service Cloud), driving efficiencies and providing feedback to contribute to improvement ... ...