Customer Service Team Coach
vor 2 Monaten
At DuPont, we are working on things that matter; whether itâs providing clean water to more than a billion people on the planet, producing materials that are essential in everyday technology devices from smartphones to electric vehicles, or protecting workers around the world.Â
If you would like to be a part of a premier multi-industrial company that is delivering sustainable solutions that bring real purpose and value, of a company with collaborative spirit because it believes that we work best when we work together as a team and values the diversity of thought, then DuPont is the company for you
WHY JOIN US?
Our purpose is to empower the world with essential innovations to thrive. We work on things that matterÂ
Have the Opportunity to chart your own course, challenge yourself, and acquire new capabilities to build a rewarding and fulfilling career. We reward employees with competitive pay and incentives to recognize skills, competencies, and contributions to business results.Â
Get to Experience a collaborative environment where teamwork is celebrated with flexibility that enhances balance and an inclusive atmosphere that is welcoming to all
Get to know our Purpose and make it yours by bringing innovations to market that improve the world, share a commitment to sustainability that makes our planet better and give back to communities in which we work and live.
Description:Â Â
Knowledgeable and experienced, locally imbedded resource, who provides the first line of local day to day transactional and operational support and localized expertise regarding the optimization and utilization of Customer Service systems, work processes and technology. A key partner of Team Leader and Enablement Team, actively working within the local team to attain the next level of empowerment or sustained performance through coaching, supporting broader Customer Service Initiatives, and identifying and escalating improvement opportunities and performance gaps
Requires local language skills, strong interpersonal and mentoring skills, an ability to influence others and manage outcomes, and a desire to work within a team environment.
As a stacked role the Team Coach will additionally perform Customer Service Representative tasks with direct accountability for several customers.
Key Responsibilities:
- Provide immediate first line support for day-to-day transactional and operational questions and concerns, as well as customer problem resolution and corrective actionÂ
- In collaboration with Team leader, informally coach and mentor team members regarding aspects of process and technology
- Provide feedback regarding CSR & Team performance, and identify and escalate opportunities for improvement, continued concerns and/or training requirements to respective Team Leader or Enablement Organization
- Identify task performance gaps relative to Work Process, Systems & Technology, and address via continuous coaching, and elevating ongoing concerns and/or training requirements to Team Leaders.
- Participate in CS Continuous Improvement processes and other relevant projects. Assist in identification and support implementation of regional and/or global improvement projects, design changes and solutions
- Work with Enablement Team to identify, document and educate team on local work processes & best practices
- Assist in maintaining, updating and facilitating training needed to support the team. This role may also conduct and/or develop some training (with particular focus on local practices) in compliment to that offered by the Enablement and Continuous Improvement organizations
- Track progress against training plan, assess effectiveness of training that has occurredÂ
- Understand and promote internal controls and work process adherence
Qualifications / Skills:
- Bachelor Degree or 3-year Apprenticeship (âkaufmännische Ausbildungâ)
- Further degree eg. âFachwirtâ desirable
- Languages: business fluency in English & German
- Experience in a Customer Service or related role
- Six Sigma Green Belt or experience in management of smaller projects
- Good interpersonal & communication skills
- Continuous improvement orientation; good analytical & problem-solving skills
- In depth Sales to Cash process knowledge
- Very good systems knowledge in SAP, Sales Force, Excel, Power Point.
DuPont OFFERS:
- On-going learning opportunities in a rewarding work environment
- Career experiences that can span different businesses and functions with opportunities for personal and professional growth
- A stimulating and international work environment in our office in Wiesbaden
- Engaging contacts with our enthusiastic colleagues and customers from all over the world.
We are looking forward to your application
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DuPont is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, veteran status, disability or any other protected class. If you need a reasonable accommodation to search or apply for a position, please visit our Accessibility Page for Contact Information.
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