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Customer Service Representative - German Speaking
Autodesk
Neuchâtel, , Switzerland
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Description
Principle Duties and Responsibilities:
• Responsible for driving and execution of initiatives related to partner enablement and partner effectiveness; this includes delivery of partner onboarding and on-going training, participation in internal and external forums and partner service reviews.
• Participate in global initiatives for enhancing overall partner experiences including educating partners on resources available including self-service tools.
• Enables partners to maximize their capacity and capabilities by driving operational excellence through world-class support and ownership in all aspects of Autodesk’s products and services (activities) related orders and inquiries.
• Ensures that all order and inquiry related Business Cases are addressed in accordance to defined global principles and guidelines within the agreed global Service Level Agreements. This entails entering orders in our systems including customer information and product codes and responding to partner inquires via systems, email and/or phone.
• Ensures high level of partner satisfaction by responding to escalations in a timely manner and providing appropriate resolutions and also identifying trends that will increase internal and external efficiency.
• Analyzes key metrics and initiates daily action plans for resource optimizations. Logs quality issues to ensure root cause analysis can be completed.
• Establishes scalable partnerships to deliver solutions to global partners. Collaborates with cross-functional teams to deliver efficient service solutions to global partners and customers.
• Maintains good working relationships and communications with multiple internal stakeholders and external partners to facilitate all transactional and operational activities. Including obtaining approvals and generating ad-hoc reports.
• Execute all month-end and quarter-end activities flawlessly.
• Demonstrates and appreciates the diverse culture and supports the creation of greater synergies and innovations within the organization
• Champions Autodesk’s initiatives though individual’s activities and behaviors and promotes and inspires others to Autodesk’s directions and goals.
• Documents policies and procedures based on expertise in specific job areas and works with the process governance team to document best practice and work flow charts.
• Represents Partner Services & Operations organization on global projects
Desired Requirements:
• Fluent in French and English . Other languages an advantage
• Analytical skills/Ability to identify trends, you have the initiative to work with the appropriate channels to drive corrective and preventative actions
• Digitally native, you use social media to communicate with others
• Desire, you want to grow with the company
• Service-oriented, you are mindful and deliberate about the customer experience you deliver
• Innovative, you challenge conventional practices and suggest better approaches
• Decisive, you identify bright spots and root causes, and get beyond treating symptoms to measurable results
• Advocating, you adjust to meet customer service performance measures
• Influential, you know when to engage others to accomplish shared goals
• Curious, you learn rapidly, eagerly and independently
• Passionate, you are tenacious and resilient
• Flexible, you can work in different global time zones for meetings and calls
Desired Qualifications:
• Degree in Business, Supply Chain, Logistics Management or Diploma Holder
Work Experience:
• 5 years minimum customer service experience
• Work experience in SAP sales order management, Siebel and Salesforce.com preferred.