After Sales B2B Specialist

Nestlé Nespresso SA; Assago; In loco; EUR 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

A leading company in the coffee industry is seeking an After Sales B2B Specialist to enhance customer service and improve operational processes. The role involves managing after sales services, collaborating with stakeholders, and driving continuous improvement initiatives. Ideal candidates will have a strong background in data analysis and project management, coupled with excellent communication skills in both Italian and English.

Competenze

• At least 2 years of experience in After Sales, Operations, or Project Management.
• Ability to extract and present insights from data.

Mansioni

• Enhance after sales processes and manage service levels.
• Implement continuous improvement plans for operational savings.
• Collaborate with cross-functional teams to meet customer needs.

Conoscenze

Data Analysis

Customer-Centric

Communication

Project Management

Formazione

Graduates in Engineering

Graduates in Economics

Strumenti

Excel

Power Query

Power BI

Descrizione del lavoro

Position Snapshot

• Nespresso Italy, Milan (Assago) Head Quarter
• Permanent Contract
• At least 2 years of professional experience as Analyst/Specialist of processes of After Sales, Operation, Field Service or Project Management
• Graduates in Engineering or Economics
• Fluent Italian and English

Position Summary

In this role, you will support and contribute to ensuring the best in class after sales service.

You will implement outstanding service solutions and boost quality for our customers by creating valuable processes. You will be in direct contact with service partners and internal stakeholders, leading projects to improve after sales service and customer experience.

A Day in the Life of an After Sales B2B Specialist

• Establish and continuously enhance the after sales process by challenging the customer journey and related processes.
• Support decision-making by setting and updating key performance indicators (KPIs) and quality metrics.
• Leverage operational excellence by standardizing processes and defining new ways of working.
• Manage service levels and performance of After Sales third parties, ensuring the achievement of KPIs.
• Implement a tactical continuous improvement plan to deliver operational savings without compromising quality.
• Lead the follow-up of crises related to technical issues.
• Support the definition of the local After Sales service strategy and ensure smooth day-to-day operations of external After Sales partners.
• Proactively identify and pursue opportunities for improvement.
• Foster strong relationships with B2B sales and customers by actively listening to their feedback and addressing their concerns effectively.
• Collaborate with cross-functional teams to ensure alignment on customer needs and expectations, facilitating effective communication between stakeholders.

What Will Make You Successful

• At least 2 years of professional experience as Analyst/Specialist of processes of After Sales, Operation, Field Service or Project Management.
• Ability to extract, interpret, and present insights from unstructured and structured data.
• Passionate about data analysis and six-sigma methodologies.
• Ability to manage multiple tasks and priorities.
• Ability to meet challenging deadlines.
• Customer-centric, innovative, and a can-do mindset.
• Positive, forward-looking mindset and team spirit with good communication skills.
• Knowledge of Excel, Power Query, and Power BI is a plus.
• Fluent in English and Italian.