Customer Experience Coordinator M/F

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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