Customer Care Coordinator

Customer Care Coordinator Iberia

Nilfisk is a leading global player within the professional cleaning industry. We are on a strategic journey from a product-oriented manufacturing company to an organization maximizing our customers businesses. We want to revolutionize the cleaning industry with the use of high-end innovative, digital solutions – from unmanned cleaning robots to new ways of analyzing and handling data.

We are currently offering a Customer Care Coordinator position reporting to the Customer Care Manager Iberia.

Main missions:

• Coordinate the Customer Care team in Spain and Portugal to ensure delivery of outstanding customer care.
• Ensure a high level of customer engagement and company performance through strong management of the Quote to Cash process.
• Be the super-user of management tools (SalesForce, ServiceMax, TRIO, SAP) to organise daily workflows ensuring optimal customer engagement and achievement of agreed SLA’s.
• Stay connected with daily business by maintaining working knowledge of systems, procedures & processes. Expected split 50% Coordinator / 50% Operational Support.
• Collaborate with other functions to continuously improve processes and systems.
• Delivery of Group strategy while respecting local requirements and maintaining the motivation of the team
• Support system development.
• Ensure data maintenance in different systems.
• Participate & Lead improvement projects to drive customer engagement.
• Actively promote self-service channels (when developed) to drive efficiency and customer engagement.
• Managing the performance of the Outsource partner to ensure a high level of efficiency, process improvement and customer engagement.
• Ensure adherence to group and sales company policies and procedures.
• Develop excellent understanding of different customer needs and act accordingly.

Requirements:

• Around 3-5 years of experience in a similar role, having coordinated B2B customer care teams with more than 10 people.
• Experience within a bigger international company or intermediate sized company.
• Fluent in Spanish and Portuguese and intermediate level of English (B1).
• Experienced user of the Office package, especially Excel, Word and PowerPoint.
• Knowledge of SAP, SalesForce or ServiceMax is an advantage
• Analytical problem solving skills; able to identify and use relevant information and data to solve a problem.
• Natural leader who provides team with direction. Able to manage people and situations confidently, knowing when assertiveness or flexibility is applicable. Also able to manage people remotely.
• Acts reliably , operates in line with established procedures and delivers on their promises.
• Consults and listens to customers. Prioritises customer needs and ensures that they are met
• Excellent communication skills. Communicates with others confidently and relates well to people across different situations.
• Optimistic and remains calm during challenging and stressful situations.