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Job Purpose and Impact

The Customer Service Process Improvement Specialist (Biogas) supports the broader customer service team in executing day-to-day operational activities. In this role, you will serve as a primary point of contact for internal stakeholders and support initiatives related to process improvement, role and responsibility alignment, and new business opportunities. You will address operational challenges, facilitate discussions to support informed decision-making, identify process improvement opportunities, and recommend practical solutions to enhance efficiency and effectiveness.

Key Accountabilities

• Execute day-to-day customer support activities in SAP in accordance with established processes, training materials, documentation, and control requirements.
• Ensure time-sensitive processes are completed within established timelines, including daily, weekly, and monthly operational and control activities.
• Lead and support projects and continuous improvement initiatives aimed at enhancing processes, collaboration, and communication workflows.
• Provide customers with accurate information regarding order status, invoices, contract balances, and other details required to support order fulfillment.
• Serve as a technical escalation resource for team members, providing guidance and support on complex issues and contributing to timely problem identification and resolution.
• Resolve moderately complex issues with limited supervision and escalate more complex matters to the appropriate stakeholders when necessary.
• Perform other duties as assigned.

Qualifications

Minimum Qualifications

• Bachelor's degree in a relevant field
• Experience in one or more related areas, such as supply chain, logistics, order management, sales support, or administration.
• Experience contributing to or leading process improvement initiatives, including process mapping, optimization, and operational efficiency projects.
• Experience supporting customers across various stages of the customer lifecycle.
• Professional proficiency in English.
• Working knowledge of ERP system
• Proficiency in Microsoft Office applications, particularly Excel.
• Continuous improvement mindset with the ability to identify opportunities for enhancing processes and operational effectiveness.
• Effective communication skills, including the ability to engage with customers and suppliers to clarify information, resolve discrepancies, and support smooth operations
• Ability to manage multiple priorities, meet deadlines, and work both independently and collaboratively

Preferred Qualifications

• Experience in reporting Customer Service or Process KPI’s
• Working knowledge of SAP
• Experience in analyzing data sets & presenting fact-based gaps with appropriate solution proposal

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