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Job Purpose and Impact

The Supply Chain Project Coordinator (Customer Process Specialist) will have a customer focus to identify and implement ways to better meet customer needs and to provide superior customer service. In this role, you will specialize and focus on a particular customer facing order management process and will proactively identify and mitigate order management related risks in that process through continuous improvement.

Key Accountabilities

• Specialize in key customer facing process such as customer care management and order support and serve customers in high or strategic service level agreements.
• Participate in the development of customer care strategy and ensure it is consistent and streamlined across customer segments, while working with commercial team to set up and align the order intake services and model to customer and product segments.
• Facilitate complex cross functional collaboration in case of order processing and fulfillment exceptions, customer complaints and inquiries, order rejections and returns using advanced knowledge of other functional areas.
• Partner with customers to resolve complex issue escalations and monitor key inputs to identify risk in advance.
• Assist throughout the dedicated customer service process and provide resolution recommendations on complex customer issues using advanced analytical knowledge and capabilities.
• Use root cause analysis and advanced conflict resolution skills to solve the most contentious customer issues with leadership while working with staff specializing in the respective process area.
• Participate to ad-hoc projects within the department (Continuous improvement, increase adoption rate, improve KPIs performance, etc.)
• Independently handle complex issues with minimal supervision, while escalating only the most complex issues to appropriate staff.
• Other duties as assigned

Qualifications

Minimum Qualifications

• Bachelor's degree in a related field or equivalent experience
• Advanced understanding of components of regulations for global export transactions
• Advanced understanding of the national and regional legislations, documentation complexities, regulations and languages
• Minimum of four years of related work experience
• Other minimum qualifications may apply

Preferred Qualifications

• Experience working with order management technology
• Fluency in English and Italian