No Experience Script Writer Jobs in Poughkeepsie, NY

Royal Canin Korea is looking for a Customer Service Experience Specialist (1-year temporary contract). This is a great opportunity to join a global premium pet nutrition company and contribute to delivering an outstanding customer experience.

Lead Customer Experience(CX) Improvement

Analyze VOC, Customer Survey Result, Order Trend, KPIs to identify improvement needed points

Setup action plan and orchestrate stakeholders to implement action plans

CX improvement activity progress management

Measure effectiveness of activities

FUNCTIONAL SUPPORT

1st level support for systems in use within CS team and relevant business processes

Ability to understand process problems and determine a root cause, such as training deficiency, process design issue or system bug

Create Change Requests and share them with BPL/Functional Expert and other KUs

Facilitate calls/meetings for end user support and knowledge transfer

As local champions for systems in use, deploy or create SOP/manuals and deploy within CS team including training

INCIDENT MANAGEMENT

Follow agreed incident management processes to raise issues

Regular communication to monitor incidents, outages

Provide clear priorities when reporting issues to service teams

Escalate issues when necessary

Support end to end issue resolution

Communication when services are restarted

Answer to a survey upon each ticket closure

PROJECT/CIP SUPPORT

A good working knowledge of the functional processes within their domain to provide inputs about the local business

Provides knowledge and perspective for project charters and requirements

Support in writing project brief/business case

Identify opportunities to improve the performance of business processes

Identify any relevant system changes necessary to support improved process

Provide clear priorities on process improvement requests to central functional experts

Clearly document changes required, including business background, requirement summary and benefits case

CHANGE MANAGEMENT

Marketing of new functionalities

Be an ambassador for the solution

Lead or manage process change to improve operational performance

Champion changes on local site and with local suppliers

Ensure any process developments/changes are understood by operational associates before the change is made - such that they can continue to perform their role

Interpret Knowledge Transfer from central functional experts for local site and determine impact and risks

Data Analysis & Report

Deep dive KPIs and order data to provide insights to improve operation.

Provide regular meeting material.

Automate reporting process with BI tools

TESTING

Conduct assigned testing activities (User Acceptance Test, local bug fixes, regression testing)

Test and validate bug fixes in test environment before they are delivered to production

Keep local testing scripts up to date

Coordinate local cross functional testing when required

Follow agreed testing Ways of Working for functional area

Ensure good coordination with other sites

Look for opportunities to improve efficiency of testing activity, whilst maintaining quality

PROCESS DOCUMENTATION

Document local process specifics/uniqueness to ensure key knowledge is captured and retained

Keep all local specific business process documentation up to date

Document how-tos for new functionalities

Creation of process flow documentation (SOP's/help guides etc... specific to site)

COMMUNITY

Provide a proactive contribution into the network of key users and functional experts from other sites /countries:

Be open to new ideas and changes

Share knowledge and experience with other key users, helping each other when required

Share best practices, support other projects with advice/experience and find potential common needs amongst users

Participate actively in Community meetings in order to communicate new concepts and ways of working

Interface with Business Process Leader

Stay informed on strategic direction and future plans

Context and Scope

Key interface between local users and functional experts or regional/global project lead, representing all applications and systems attached to customer service operating model in the scope of deployment, change management, Incident management, process Improvement and training to end users

Key contacts:

• CS Team End Users

• Regional Functional Experts

• CGI Magento Support Team

• 1 Navision Support Team

• Community of Key Users in APAC

• Supply Chain Teams in RCK

• RCK Internal Stakeholders

What are we looking for?

Bachelor's Degree or equivalent

37 years of experience in a similar position