Customer Excellence Specialist

at  Stora Enso

• 
  Part of the global bioeconomy, Stora Enso is a leading provider of renewable products in packaging, biomaterials and wooden construction, and one of the largest private forest owners in the world. We believe that everything that is made from fossil-based materials today can be made from a tree tomorrow. We employ approximately 21,000 people.
  Career for a better climate. Every day.
  We are looking for Customer Excellent Specialists in Düsseldorf/Italy for Packaging Materials Supply Chain Customer Fulfilment. You will be important, first contact point for PM Customers, whom we deliver order fulfilment and knowledge services. You will uphold strong relationship with the customers and admin orders from inquiry to delivery, to meet customers’ expectations. Your work is supported by modern technology, Salesforce as platform for managing customer contacts and communication as well as managing workflow to route exceptions and special inquiries to tier2.
  Customer fulfilment organization wants to be preferred partner for our customers as it is so easy to do business with us.
  About the position
  You will leverage your extensive competences about customer service, order fulfilment and service concepts to create loyal customers and differentiate us from competitors that offer similar products or services. Your knowledge to create customer value and drive innovation through digitalization will be utilized to develop our service competitiveness. And you can grow further your expertise of service channels in role of Salesforce Champion, which is one of special assignment in the team.

In this role, you will be responsible for:

• dedicated part of the customer base in co-operation with the concerned Sales Manager
• handling customer contacts through different channels and build relationship.
• handling customer inquiries, and “happy flow” of order management – default transactions with low manual touch.
• monitoring Customer credit limit and controlling stocks
• providing up to date info to Customer regarding the supply status of their orders
• advice customers regarding basic sustainability and product related questions and with their digital journey in eFlow online
• expansion of customer base and improving the utilization rate of eFlow online for onboarded customers

You will be a part of an international team of Customer Excellence Specialists, who have contacts globally and you will report to Team Leader for Customer Excellence. You will specialize to dedicated customer base connected to specific market or business.
We offer you development opportunities for professional growth through trainings, promotions, implementation of state-of-the-art tools and development projects.
You have possibility for Hybrid work with 2 days in office per week.
About you
You communicate easily in English language, in all types of situations, and you are passionate for good customer service and to implement best practices in daily work. You have self-discipline and the motivation to achieve goals independently and you are ready to take personal ownership of your job performance. You can maintain professional behaviour; effectiveness, accuracy and co-operation despite pressure. You are team player and interact with people effectively and you are willing to share and receive information.
To succeed in the role, you have minimum 3 years’ experience of Customer Fulfilment in a multinational environment and ideal candidate has also experience of working in digital service channels. You have previous experience of process improvement or process mining and automation work e.g. creating Power apps or action flows.
What we offer
By joining us, you will be part of our diverse working culture supporting you to explore new perspectives and develop professionally. You will contribute towards a more sustainable world, as we believe that anything made from fossil-based materials today can be made from a tree tomorrow. To keep you going safely, we support your physical and mental wellbeing.

Successful candidates are offered:

• attractive employment conditions in an effective team work environment
• interesting, responsible and challenging work in international company with recognized reputation
• possibilities of professional development
• annual bonus

How can you apply for this role?
You can only submit your application to us by using our recruitment tool. As we are assessing our candidates on an ongoing basis, we hope to hear from you as soon as possible.
Depending on the role, we might invite you to a video interview and/or aptitude tests. Also, our recruitment process could include pre-employment actions such as background, reference and health checks
.
Welcome to work in the renewable materials company!
We believe diversity strengthens our competitiveness and contributes to better decision-making. Diverse working teams help us to explore different perspectives and challenge our way of thinking. We work actively to increase diversity in the workplace and welcome applicants from diverse backgrounds. Stora Enso is an equal opportunity employer and follows non-discriminatory practices.
See our film:
https://www.youtube.com/watch?v=6OxAbAKm5ls
Find out more
About us | Stora Enso
Data provided outside of the Polish Labor Code’s requirements (name, surname, parents’ names, date of birth, residential address, data on education, skills and experience, completed schools and studies, training and courses, previous employers, positions and professional duties) will be processed based on your consent.
To record your consent, please include the following clause in your CV:
“I consent to the processing of personal data contained in the application documents sent by me that are not required by the Polish Labor Code for the purposes necessary for the implementation of current and future recruitment processes by Stora Enso Group. I am aware that I may withdraw this consent at any time by contacting Stora Enso by sending email to
data.privacy@storaenso.com
.”
For more information on how Stora Enso processes your personal data and for your other rights, please review our Privacy Notice on

www.storaenso.com/privacy

• Additional Job Description

Additional Job Description
Provides pre- and post-sale customer service and support to business and/or end-consumer customers via phone, online chat or text.
Activities include facilitating resolutions of complex issues requiring research and follow-up with customer, discretely managing complaint resolutions with customers and utilizing other contact center complaint handling units to assist in complaint resolution. Activities further include acting as liaison between customers, production and distribution departments related to specific customer orders, responding to a high volume of low complexity general inquiries and providing responses to customer inquiries. Furthermore, recommends alternative products or services (e.g., warranties) as part of customer issue resolution.

• dedicated part of the customer base in co-operation with the concerned Sales Manager
• handling customer contacts through different channels and build relationship.
• handling customer inquiries, and “happy flow” of order management – default transactions with low manual touch.
• monitoring Customer credit limit and controlling stocks
• providing up to date info to Customer regarding the supply status of their orders
• advice customers regarding basic sustainability and product related questions and with their digital journey in eFlow online
• expansion of customer base and improving the utilization rate of eFlow online for onboarded customer