Senior Customer Experience Specialist

Job description

Job Description Summary

Responsible for facilitating transactions, producing, assembling and delivering replacement/ repair parts and equipment as part of a Services agreement or A highly skilled and experienced Customer Service Representative with strong project management capabilities. The ideal candidate will be responsible for managing complex customer accounts as well as complex service projects, ensuring they are completed on time, within scope, and within budget. This role requires excellent communication skills, a customer-focused mindset, and the ability to lead and coordinate cross-functional teams.

Job Description

ESSENTIAL RESPONSIBILITIES :

·  Coordinating the allocated portfolio (key customers)’s queries end-to-end
·  Provide exceptional customer service and support to clients, addressing their needs and resolving issues promptly
·  Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of administration, order management, quotations, master data
·  Deal with complex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, operations, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries
·  Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives
·  Assess individual customer requirements and if required direct activities to appropriate partner departments
·  Manage and oversee customer service projects (opportunities) from initiation to completion
·  Develop detailed project plans, including timelines, milestones, and resource allocation
·  Coordinate and collaborate with cross-functional teams to ensure project success
·  Monitor project progress and make adjustments as necessary to ensure successful project delivery.
·  Identify and mitigate project risks and issues
·  Communicate project status, updates, and outcomes to stakeholders and senior management
·  Ensure all projects adhere to company standards and best practices
·  Assist in the development and implementation of customer service policies and procedures
·  Mentor and provide guidance to junior customer service representatives
·  The successful candidate has a digital mindset, is able to understand and leverage data, algorithms, and trends to navigate a world increasingly shaped by technology, and has a set of attitudes and behaviors that enable people and organizations to thrive in this landscape. Embraces the possibilities of technology and uses it to create value for both individuals and organizations. Recognizes that technology is not just a tool but a powerful force for change and innovation

QUALIFICATIONS/REQUIREMENTS:

·  Knowledge of customer order management principles
·  Bachelor’s degree from an accredited college or university or High School Diploma with at least 3 years of experience in Customer Service
·  Knowledge of process analysis and performance management
·  Ability to communicate effectively with middle/senior management
·  Data analytics background with planning and organizational skills
·  3+ years supply chain experience
·  Ability to communicate (verbal, written) in English and Hungarian (is a must)
·  Have good temperate to handle disputes and emergencies

Desired Characteristics:

·  Excellent written and verbal communication skills & proven prioritization skills
·  Ability to balance attention to detail with expeditious execution in a fast-paced environment
·  Highest standards of accuracy and precision; extremely organized
·  You’re a leader who inspires, motivates and coaches the team
·  Superb interpersonal skills with ability to clearly articulate to users and management
·  Strong customer service background required
·  Experience in Oracle or SAP order management is an advantage
·  Experience working in the Aviation industry is an advantage, but not a must
·  Demonstrated ability to work effectively in a cross-functional, global team environment
·  Ability to energize, develop and build rapport at all levels within the organization
·  Proven ability to execute and deliver on commitments
·  Demonstrated ability to work effectively in a cross-functional, global team environment

Additional Information

Relocation Assistance Provided: No