Business Process Optimization Specialist Customer Care

We're looking for people who put their innovation to work to advance our success - and their own. Join an organization that ensures a more secure world through connecting and protecting our customers with inventive electrical solutions.

WHAT YOU WILL EXPERIENCE IN THIS POSITION:

Support the application of Lean Principles and Methods for Customer Care Digitalization activities. Plan & Lead the assigned projects according to Project Management principles. Lead & Facilitate the daily implementation of Continuous Improvement activities. Collaborate with nVent's plants & offices across Europe, leveraging various systems & platforms. International and cross-cultural contacts will be your bread & butter. Perform all activities to be advised by the manager.

In this position, you will get to:

• Process Evaluation: Regularly assessing customer care processes to identify inefficiencies, bottlenecks, or areas for improvement. Evaluating and integrating new digital technologies or digital tools that can improve efficiency, automate processes, and enhance the overall customer experience
• Metrics Monitoring: Tracking and analyzing performance metrics, such as response times, resolution rates, and customer satisfaction scores, to measure the effectiveness of customer care operations.
• Root Cause Analysis: Identifying the root causes of recurring issues. Comparing customer care performance against industry benchmarks and best practices to identify areas where improvements can be made.
• Cross-functional Collaboration: Working closely with other departments, such as operation, product development, marketing and sales, to address customer concerns and improve overall service delivery.
• Customer Journey Mapping: Understanding and optimizing the entire customer journey, from initial contact to issue resolution, to ensure a seamless and positive experience.
• Cultural Emphasis / Lean culture: Promoting a culture of continuous improvement within the customer care team, encouraging innovation, and recognizing and rewarding excellence, sustainability & harmonization, Value Stream Mapping, RCCM, Visual Management, 5S
• Use Lean principles to perform process reviews and aid in establishing standardized work procedures.
• Work collaboratively with teammates and support areas, in a team environment.

YOU HAVE:

• University degree or equivalent.
• Additional experience, training or formal education is preferred.
• 5+ years in Customer Care or Supply Chain in manufacturing environment.
• Independent leading of cross-functional projects with the documented business results.
• Digital Competence.
• Past participation in Kaizen events and MDI continuous improvement program is a plus.
• Skills:
  
  • Proficiency in English
  • Excellent interpersonal skills
  • Ability to build and maintain effective work relationships.
  • Ability to plan, organize, and prioritize time/workload to accomplish tasks and meet deadlines.
  • Ability to work effectively in an environment of change and uncertainty.
  • Ability to understand and accept work direction.
  • Ability to Moderate the improvement processes & monetary proof
  • Ability to adapt to constantly evolving business circumstances; must be able to advance in a changing business environment.
  • Ability to travel across Europe

WE HAVE:

• A dynamic global reach with diverse operations around the world that will stretch your abilities, provide plentiful career opportunities, and allow you to make an impact every day
  • At nVent, we believe safer systems ensure a more secure world. We connect and protect our customers with inventive electrical solutions. We design, manufacture, market, install and service high-performance products and solutions for mission-critical equipment, buildings and essential processes. Our solutions are helping build a more sustainable and electrified world.
  • We are a $3.3B company with a dedicated team of more than 11,000 employees around the globe. Our comprehensive portfolio of enclosures, electrical and fastening, and thermal management solutions dates back more than 100 years and includes nVent CADDY, ERICO, HOFFMAN, ILSCO, RAYCHEM and SCHROFF.

• Commitment to strengthen communities where our employees live and work
  • We encourage and support the philanthropic activities of our employees worldwide
  • Through our nVent in Action matching program, we provide funds to nonprofit and educational organizations where our employees volunteer or donate money

• Core values that shape our culture and drive us to deliver the best for our employees and our customers. We're known for being:
  • Innovative & adaptable
  • Dedicated to absolute integrity
  • Focused on the customer first
  • Respectful and team oriented
  • Optimistic and energizing
  • Accountable for performance

• Benefits to support the lives of our employees

At nVent, we connect and protect our customers with inventive electrical solutions. People are our most valuable asset. Inclusion and diversity means that we celebrate and encourage each other's authenticity because we understand that uniqueness sparks growth.

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