Customer Experience Specialist (Escalation Solution)

About this Position: Accountable for critical supply escalation management to ensure an amazing customer experience, driving continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you´ll do

1. Take full accountability for managing critical supply escalations ensuring swift decision-making and customer satisfaction.
2. Resolve complex supply chain issues, providing expert advice and prioritizing cases based on customer needs and business policies.
3. Manage Delivery Condition Readiness (DELCON) and Corrective Action & Preventive Action (CAPA) review board, ensuring effectiveness.
4. Build strong relationships with key stakeholders, including customers, to facilitate effective communication and address concerns.
5. Analyse customer needs and contribute to CSX strategy development and implementation; analyze customer feedback to identify trends and opportunities for improved satisfaction.
6. Maintain accurate CRM data and schedule follow-up actions for effective customer retention.
7. Provide quality customer service, resolving supply chain issues and managing relevant data.
8. Effectively utilize SAP and Service Cloud to drive efficiency and provide system improvement feedback.