CI & Training Analyst

About the role:

As a Customer Service Continuous Improvement and Training Analyst, you will play a pivotal role in enhancing our customer service operations by identifying opportunities for improvement, implementing best practices, and providing ongoing training and support. You will collaborate closely with various stakeholders including customer service specialists, sales teams, and supply chain personnel to ensure smooth operations and high levels of customer satisfaction. The ideal candidate will possess strong analytical skills, a proactive attitude, and a passion for driving continuous improvement. As an expert in SAP and Salesforce.com you act as the second line support for problem solving on O2C processes.

Key responsibilities:

• Lead discussions to map current processes and identify improvements.
• Conduct fit-gap analysis for best practices.
• Develop and implement best practice standards in customer service.
• Coordinate and monitor training of new hires.
• Maintain and update training materials, procedures, and work instructions.
• Lead a team of O2C power-users for on-the-job learning.
• Collaborate with the Customer Excellence team to drive continuous improvement.
• Prepare reports on KPIs and metrics, highlighting progress and areas for improvement.

About you:

• Bachelor’s degree or equivalent work experience.
• Fluent in English.
• Proven experience in process improvement, preferably in a customer service environment.
• Strong analytical skills with the ability to identify trends and make data-driven recommendations.
• Advanced skills in Microsoft (including Power Query and Power BI) or google suite (including macros, formulas, pivot tables, etc) and experience with project management tools/software.
• Certification in Lean Six Sigma or other process improvement methodologies is a plus.
• Experience in developing and analyzing KPIs and metrics to support business and customer service performance.
   

We offer:

• Employment on a regular basis in the sweetest company in the world.
• Annual bonus based on your work results.
• Lunch card to be used for groceries and restaurants.
• Private medical care in Lux Med (basic package fully financed by BC).
• Fit Profit sports card co-financed by BC.
• PPE: we care about your future, and we save money for your retirement.
• Cafeteria Program as a part of Social Fund.
• Group life insurance.
• Hybrid working model: min. 8 days in the office a month.
• As part of our work-life balance culture, we can start work between 7 am and 10 am.
• Free consultation with a lawyer once a quarter.
• Chocolate! Yes, surprising but we have chocolate in the office, for Christmas, BC’s Birthday, and many other occasions during the year.
• And if chocolate is still not enough, you can join one of our theme clubs, where together with other employees we develop our passions and interests.
• Daily delivery of fresh fruits and veggies to the office.
• You can purchase our sweet products with a special discount.
• Relax zone in the office and plenty of options to choose from: PlayStation 5, football table, pool table, Ping-Pong, library, table games, and massage chairs.
• Sport @work? Sure! We have treadmills and indoor exercise bikes with a laptop station.
• We like to party as much as we like chocolate! We have integration budgets we can use for team events.
• Forever Chocolate and Event Team: you can join them and have a real influence on social life in BC and CSR activities.