Business Process Expert, Customer Service

Overview

Summary: The purpose of the role is to lead Order Management Business Process initiatives. The focus of this role is to build capabilities within our customer service department and find leaner improved ways of working and processes, this can as well be achieved through new technologies, automation and standardization. A key component of this role is to drive our strategy, lead, coach and develop the respective team (possible direct or dotted reporting line) as well as attracting and engaging top talent.

This role will embrace identifying the current situation, building the required capabilities, defining the future state. In addition, it involves technical troubleshooting, teamwork, collaboration, professionalism, and integrity to ensure that results are delivered in accordance with the strategic plans and objectives.

What you will do:

• Responsible for supporting the overall strategy and implementation of sustainable order management business processes by executing required work packages
• Identifying required capabilities within the Customer Experience organization
• Support the Business Process Expert Team and local teams with identifying opportunities and implementing business improvement initiatives
• Interact with other Business Process Expert Leaders and local key stakeholders
• Drive innovation through automation initiatives
• Drive process management/standardization initiatives
• Act as first point of contact for the Customer Experience Teams for business process improvements related topics
• Analyse and identify opportunities for process improvement implementations
• Reviewing current status and align with key stakeholders and end users to define the next steps
• Work with possible external suppliers for innovative solutions
• Analyse issues, trace them, identify and resolve them
• Work with stakeholders to create and track the capability building plan for the region
• Perform Order end-to-end analysis to highlight bottlenecks
• Deliver input for monthly reviews of progress and reporting for executive management
• Provide training and support to local team members and colleagues

What you need:

• Bachelor degree or equivalent
• Fluency in English
• 6+ years experience in Customer Service, Operations or other relevant customer facing or relationship management roles
• 2+ years experience in process management
• Strong customer focus with a clear understanding of the wider issues impacting the relevant markets
• Demonstrated success in building capabilities and involvement in business transformation
• Well versed in Microsoft Office tools including Word, Excel, Access, Power Point, Visio or other flow-charting software and/or Microsoft Project
• Excellent interpersonal skills
• Expertise ERP and CRM systems and practices knowledge
• Experience in Project Management

Preferred

• Project Management qualifications
• Process Lean/Excellence/Six Sigma tools, training and/or certification experience
• Leading high performing, highly engaged teams within a decentralized, matrix organization
• Experience in process standardization across matrix organization
• Experience of working and collaborating within a matrix organization
• Experience in international environment
• Medical device standards and regulatory needs
• Leading and managing projects
• Experience in implementing sustainable order management business processes
• Experience with Business Process Analysis
• Project management certification
• Lean Belt (minimum yellow)
• Basic understanding and working knowledge of EDI and RPA
• Experience of working with automating processes through 3rd party suppliers
• Experience with continuous / process improvement
• Experience in leading business transformation initiatives (process standardization)

Competencies & Behaviors

• High level Profile
  Breaths process management and efficiency.
• Driven to establish the highest Customer satisfaction possible.
• Sets Direction
  Provides clarity on expectations through exceptional communication skills (both verbal and written).
• Makes sound decisions and selects effective approaches to solving issues.
• Demonstrates agility and desire to learn and adjust priorities.
• Has a clear understanding of customer- and market needs.
• Builds Organizational Capability
  Builds and maintains successful…