Customer Service Representative
6 days ago
Key Responsibilities
System Implementation & Project Leadership
- Lead end-to-end implementation projects of new CRM/ERP systems (e.g., Salesforce, MS Dynamics, ABS) and process automation tools within the Customer Care area.
- Manage project timelines, deliverables, and stakeholder communication to ensure successful rollout and adoption.
- Collaborate with IT, Sales, Logistics, and Finance teams to align system functionality with business needs.
- Identify opportunities for system improvements and process standardization across countries and departments.
- Develop and document new workflows, procedures, and user guidelines to ensure smooth transition and effective use of new tools.
Customer Care Excellence
- Oversee complex customer interactions and ensure high-quality service delivery through optimized processes and tools.
- Support regional and global teams in achieving operational excellence through data-driven insights, reporting, and process improvement.
- Proactively identify systemic issues or recurring challenges and lead initiatives to resolve them sustainably.
- Ensure compliance and consistency of customer data and contractual documentation across multiple systems.
- Support the standardization and harmonization of procedures to enhance efficiency and transparency.
Cross-Functional Collaboration
- Act as a key liaison between the Customer Care function and other business units (Sales, Service, Logistics, Finance, IT).
- Ensure alignment between operational teams and system development teams to improve workflow efficiency and customer satisfaction.
- Lead or contribute to cross-departmental projects, ensuring seamless execution and clear accountability structures.
Skills and Qualifications
Essential:
- Bachelor's degree (Business Administration, Project Management, IT, or related field).
- Minimum 5–7 years of experience in customer operations, system implementation, or project management within an international or corporate environment.
- Proven experience in leading or managing system implementation projects (CRM/ERP/automation platforms).
- Strong project management and stakeholder coordination skills, including planning, execution, and reporting.
- Excellent communication and interpersonal skills, with ability to work cross-functionally and manage competing priorities.
- Proficiency in English (B2–C1) and Czech (fluent) – additional Slovak is a plus.
- Advanced skills in Microsoft Office Suite (Excel, PowerPoint, Outlook).
- Structured, analytical, and solutions-oriented mindset with high attention to detail.
Desirable:
- Hands-on experience with Salesforce, Microsoft Dynamics, or ABS.
- Experience in change management and user adoption strategies.
- Project management certification (e.g., Prince2, PMP, Agile) is a plus.
Personal Profile
- Strategic thinker with strong execution skills and a "can-do" attitude.
- Comfortable working in a matrix organization and leading without direct authority.
- Driven by improvement, innovation, and efficiency.
- Capable of balancing strategic planning with operational follow-through.
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