Digital Tools Coordinator And Customer Care
As a Digital Tools Coordinator you will ensure optimal implementation and performance of digital tools and actively drive digital tool customer usage and satisfaction.
You will support continuous development and improvement of digital tools with close collaboration with Product owners.
You will secure onboarding and training towards both colleagues and our customers.
The job also requires the expertise to successfully drive external eCommerce implementation, data distribution and system data uploading.
In a typical day you would have the following tasks**:finding out where we can improve by understanding the needs of our customers; handling incoming requests and complains about the usage of the digital tools; reaching out to hight potential customers to nudge them to use self-service tools.
You would mainly be working with digital tools, however you would also have some customer care tasks daily, responding to the customer's issue, ensuring transparency for the customer, and providing a satisfactory solution.
This also includes a level of problem solving, including root cause analysis and preventive actions to ensure that the customer does not experience the same issue again.
**What is the job about?
- You will be working on Digital tool projects together with the global platform owners: orchestrate successful launch of new digital tool features within cluster, monitor updates to ensure cluster optimization and alignment
- You will conduct administration (access management) to all digital tools (e. g.
eCommerce, Chat, and self-service tools),
- You will be responsible for onboarding and training of employees and our customers,
- You will implement pdf2idoc/EDI/VMI with selected customers, making sure that EDI is well set up with our customers,
- You will be giving 2nd line support to Customer sales and support center regarding recurring complex customer complaints within SAP CRM, QIP, FSCM and MyGrundfos,
- You will coordinate and clarify customer complaints on a number of topics (related to digital tools, product, delivery and technical documentation) with the involved collaboration partners from the production, quality, logistics, service, finance etc.
;
- You will use complaint data for continuous improvement to identify actions to improve the customer experience.
**What do you need to apply?
- You have gathered 1-2 years of experience working in a similar job/environment,
- You are capable of driving mini digital tools projects such as customer EDI implementation,
- You have experience working in a matrix organisation,
- You have a technological mindset, and you are eager to work constantly on continuous improvement,
- You have a pro-active personality and you are eager to come up with new ideas how to optimize our systems,
- If you have gained Customer service experience that would be a plus,
- You are deeply familiar with Microsoft Office,
- You have intensive knowledge in SAP ERP/CRM/BW,
- You have very good IT literacy skills especially in Excel, experience in Power BIA would be a great plus,
- Knowledge of Grundfos digital tools and order handling process is an advantage,
- You are Fluent in English (oral and written).
**Why Grundfos?
Grundfos is the world's leading manufacturer of energy efficiency and intelligent water solutions with an annual production of 17 million units, offices in more than 55 countries and over 19, 000 employees worldwide.
Our skills commit us to pioneer solutions to the world's water and climate challenges and improve the quality of life for people.
We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation.
And what really matters to us is not short term profit, but the impact we make.
By becoming part of our united powerful team, you too can drive this change no matter your role.
Furthermore, we offer you:
- Trusting, collaborative and friendly culture
- Endless learning possibilities
- International environment that value work-life balance
**Additional information**:
If the job sounds interesting, please forward your resume and cover letter as soon as possible by clicking on "Apply".
**We look forward to hearing from you!
**About Grundfos
Grundfos is one of the world's leading water technology companies with more than 19. 000 employees in 60+ countries all over the world.
Our skills commit us to pioneering solutions to the world's water and climate challenges and improve the quality of life for people.
We dare to do things that others cannot or dare not do, as we believe innovation is not only a business opportunity, but an obligation.
And what really matters to us is not short term profit, but the impact we make.
By becoming part of our united powerful team, you too can drive this change no matter your role.
**An inclusive team
If you like the look of this job and know you can bring your skills to contribute to our purpose, please apply.
We need and welcome pro
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