CI & Training specialist

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 the customer excellence team, customer service SME, customer service specialists, sales teams, and supply chain colleagues to ensure smooth operations and high levels of customer satisfaction. The ideal candidate will possess strong analytical and training 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 include:

• Lead discussions with stakeholders to map current processes and identify areas for improvement.
• Conduct fit-gap analysis to identify discrepancies between current processes and best practices.
• Develop, implement, and promote best practice standards within the customer service department.
• Keep all training materials, procedures and work instructions up-to-date and enrich them with new findings whenever necessary.
• Lead a team of O2C power-users to deliver on the job learning and motivational interventions.
• Continuously identify new opportunities to improve departmental performance and customer satisfaction.
• Work in close collaboration with the Customer Excellence team to drive the continuous improvement agenda.
• Assist and develop training initiatives for customer service staff, ensuring they are equipped with the necessary skills and knowledge.
• Coordinate various projects related to process improvement and training, in collaboration with the Customer Excellence team
• Prepare reports and presentations summarizing KPl’s and metrics for management & key stakeholders, highlighting progress and areas for further improvement.
• Share best practices and lessons learned to drive continuous improvement on a regional scale.
• Audit the application of the customer service model, tools, methodology and, if necessary, take corrective actions. 
• A Regional team scope covering both Western and Central Europe. 

About You:

• Bachelor's degree or equivalent work experience
• Fluent in English
• Proven experience (5 year) 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 Bl) 
• Certification in Lean Six Sigma or other process improvement methodologies is a plus.
• Experience in developing and analyzing KPl’s and metrics to support business and customer service performance. 
• SAP knowledge is a must; experience with other applications like EDI and Salesforce is a strong plus.
• Ability to build relationships, within the CI team and within the CS community
• Motivated self-starter with the ability to manage deliverables with limited supervision in a dynamic, fast-paced environment
• Enthusiastic team member with a willingness to be flexible and adaptable to changing business demands and priorities
• Ability to collaborate effectively with cross-functional teams.  
• Ability to translate a technical subject into understandable language that the CS community understands 

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.