Customer Experience Coordinator M/F

Organization icon

Voltalia

Location icon

Porto, Portugal

Clock icon

At Voltalia we are passionate about renewable energies! We are an electricity producer from wind, solar, hydro, biomass and storage and also a service provider to 3rd party clients such as Development, EPC, O&M and Distribution.Today we are in 20 countries, split among 4 continents, and offering a global operating capacity to our clients. We are listed on the regulated Euronext market in Paris since July 2014.


Our Equipment, Trading and Distribution department is looking for a Customer Experience Coordinator, that will have the following responsibilities:


  • Manage all the team responsible for the care and support of our customers (business-to-business)
  • Create culture and processes to support business achievements and objectives in compliance with their customer service
  • Create and optimize of internal processes and procedures
  • Supervise the areas of Order Processing and Complaint Management
  • Create and improve of relevant Customer Metrics
  • Optimize and monitor the cooperation with the Sales teams
  • Identify new tools and technologies to better serve the customer
  • Map Customer Insight and Root Cause Analytics to identify improvements for the business line
  • Identify potential risk issues and ensure full regulatory compliance and legal requirements
  • Work with other departments as Sales, Finance, Marketing and Operations to negotiate and influence customer experience improvement
  • Act as the voice of the customer across the organization
  • Support team´s competences development and growth
  • Support Finance and Quality team ensuring the regular reporting (customer’s receivables, sales orders backlog, sales metrics, etc.)
  • Supporting the team in all matters relating to customer care

REQUIREMENTS


  • Experience in similar functions of at least 5 years (Business Management degree is an advantage)
  • Previous experience in renewable energy is an advantage
  • Proficiency in English and Portuguese language (written and spoken)
  • Experience with IT tools (MS Office, ERP, CRM)
  • ERP and/or CRM Implementation experience
  • Able to interpret MI/BI
  • Team management skills

KEY SKILLS


  • Strong strategic and customer focus
  • Market Analyzes
  • Excellent communication skills and capacity to adapt it to all levels
  • Capacity to work autonomously and motivate others
  • Capacity to work in a fast pace environmental


COMPANY
Voltalia Portugal


BUSINESS LINE
ETD / MPrime


CONTRACT TYPE
Fixed-term Contract


CONTRACT DURATION


LOCATION
Portugal, Porto


STARTING DATE
Jun 24