CO Analyst

Undisclosed Company
Bracknell, Berkshire
£13.46 - £13.47 per hour
Closing date
8 Jul 2022

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Goal of the position:

Person in this position is responsible for operational delivery of selected processes within the Customer Issue Resolution area with process cycle time being a key driver. The employee's main responsibilities include ensuring efficient customer service through high quality Complaint and Dispute handling, complying with accepted quality standards and disposition of identified write off invoice lines. This person is responsible for comprehensive handling of customer Complaints from submission through to satisfactory resolution and feedback. They must also be prepared for contact with external Customers and internal Clients and able to demonstrate strong sills in building effective relationships with customers. The person in question is responsible for recommending ongoing process improvements to drive efficiency and maximise value realisation.

Duties and responsibilities:

  • Responsible for operational delivery of Customer initiated Complaints and Disputes process including the following steps:
    • Receiving initial Customer Complaints and Disputes through defined channels (primarily written although some telephone)
    • Monitoring work queues for new requests following omni challenge process
    • Categorisation of Complaint / Dispute to identify correct process to be followed
    • Initial analysis to identify missing information and contact with Customer to ensure all required information is added to Complaint / Dispute; this will include written interactions
    • Known issue analysis and if applicable, immediately resolve
    • Escalation where necessary to defined owner
    • Submit dispute for investigation by defined internal resolution owner
    • In case of Pricing complaints execute end to end process
  • Responsible for GFS write off process including:
    • Receiving detail level data for identified write offs
    • Processing write offs within SAP
    • Feedback to regional contacts on completion
  • Limited instances of manually creating SFDC cases based on Dispute cases and updating after case outcome
  • May include coordination of various activities relevant for processes, including responding to general business and process related questions or issues
  • Driving a high level of service to deliver tasks according to agreed Service Level Agreements
  • Some co-creation of procedures and identification of potential process improvements in the responsible areas aimed at improving service, data quality and improving cycle time
  • May include training and deployment support pre and/or post go-live
  • Responsible for escalation of issues if needed
  • Complies with corporate policies and procedures, and acts in a manner consistent with our clients values and ethical standards

Education and experience:

Bachelor's degree or higher from an accredited university

1-2 years of equivalent work experience in Complaints Handling, Customer Issue Resolution, Operations, Customer Service and/or Supply Chain

Knowledge and skills:

  • Previous experience of Salesforce case processes desired
  • Previous experience with SAP order / billing processes desired
  • Working knowledge of Customer Issue Resolution processes desired
  • Excellent interpersonal skills as some Customer interaction is required
  • Strong collaboration and communication skills; team player
  • Detailed oriented and enjoys working with operational processes
  • Customer first mindset
  • Analytical approach to work tasks
  • Excellent Polish and English spoken and written language (additional foreign language skills are a benefit German, French, Spanish, Italian)

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