Project Manager - Customer Service Center of Excellence (f/m/d)

Why join us

The Customer Service Center of Excellence Project Manager is responsible for supporting the overall vision of Customer Service within our organization by enabling the Customer Service teams to optimize their focus on ECE (Extraordinary Customer Experience).

This enablement comes in the form of providing hands-on support with new systems, tools and processes. They will contribute to the creation of, and implementation of SWI’s, metrics, trainings, and tools.

This role will require a focus on Productivity and efficiency supporting the Customer Service team, our Internal and External customers.

Your main responsabilities

• Own and drive assigned projects from planning through implementation, ensuring milestones, deliverables and stakeholder expectations are effectively managed.
• Manage own workload effectively, prioritizing tasks and deadlines in a structured and autonomous manner.
• Drive continuous improvement initiatives with a solution-oriented mindset aligned with TEOA principles.
• Participation in testing and implementation of new systems/tools/enhancements, process and procedures
• Drive customer-related system implementation projects
• Create and maintain training programs for Customer Service teams, supporting the transition toward a more digital working environment.
• Support the implementation, maintenance and tracking of competency assessments.
• Create, implement and maintain standard work documents for Customer Service processes.
• Run and analyze monthly reports to support data cleansing activities in Salesforce and SAP.
• Maintain customer account data to ensure data accuracy and process compliance.
• Maintain and track KPI-related data as defined by the CoE Regional Manager, ensuring timely and accurate reporting.
• Ability to build and leverage cross functional relationships to promote collaboration and adoption of best practices.

Your ideal background

• Understanding of Customer Service role
• Proficiency in SAP – Key user qualification ideal.
• Proficiency in Microsoft 365 (Outlook, Excel, Word, PowerPoint, etc.)
• Strong analytical skills.
• Adaptable people skills and high levels of emotional intelligence.
• Confidence and proven ability to work with people at all levels of the organization.
• Fluent English, written and spoken.
• Technical writing skills would be an advantage
• Experience in Salesforce, SAP, reporting through platform would be appreciated Ability to communicate competently and clearly