Description
THE ROLE:
The Customer contact management Business Support participates will take part in the design and deployment of E2E Core model for customer claims and request management, mainly for the processes managed in the Back Office for third party and intercompany returns and claims. Additionally, you will contribute to the stream deliverables to ensure successful implementation quality and consistency with architecture guidelines.
YOU WILL:
*Support Customer contact management stream delivery on business side in Back Office in alignment with architecture guidelines and solutions feasibility: designing detailed stream end state (processes, KPIs) and defining the detailed business requirements
*Help animate SMEs network, local project leaders and stakeholders involved in the process to get buy-in through and project implementation
*Coordinate business gap analysis for the stream
*Help identify impacted population and qualify impacts
*Build stream training material and adapt it to the different impacted population when required
*Take part of organizing test plan and validate the stream business target provided by solutions
*Build stream proposal test plan, detailed business test cases and contribute to solutions testing
*Support the end-users training
YOUR PROFILE:
*Master's Degree in Business Management/Supply Chain or Logistics
*Minimum 5 years of experience
*Demonstrated good track record in the stream area, preferably in a Pharmaceutical/Consumer Products industry
*Modular experience within SAP Customer Service (CS), operational experience in Customer Service is a plus
*SD and knowledge on return processes are mandatory, knowledge of advanced return management in S4/Hana is a plus
*Operational Experience in customer claims management or call centre implementation
*Experience translating business needs into process and implementation requirements in an IT implementation environment
*Hands-on system work experience