Customer Experience Coordinator M/F

At Voltalia we are passionate about renewable energies! We are an electricity producer from wind, solar, hydro, biomass and storage and also a service provider to 3rd party clients such as Development, EPC, O&M and Distribution.Today we are in 20 countries, split among 4 continents, and offering a global operating capacity to our clients. We are listed on the regulated Euronext market in Paris since July 2014.

Our Equipment, Trading and Distribution department is looking for a Customer Experience Coordinator, that will have the following responsibilities:

• Manage all the team responsible for the care and support of our customers (business-to-business)
• Create culture and processes to support business achievements and objectives in compliance with their customer service
• Create and optimize of internal processes and procedures
• Supervise the areas of Order Processing and Complaint Management
• Create and improve of relevant Customer Metrics
• Optimize and monitor the cooperation with the Sales teams
• Identify new tools and technologies to better serve the customer
• Map Customer Insight and Root Cause Analytics to identify improvements for the business line
• Identify potential risk issues and ensure full regulatory compliance and legal requirements
• Work with other departments as Sales, Finance, Marketing and Operations to negotiate and influence customer experience improvement
• Act as the voice of the customer across the organization
• Support team´s competences development and growth
• Support Finance and Quality team ensuring the regular reporting (customer’s receivables, sales orders backlog, sales metrics, etc.)
• Supporting the team in all matters relating to customer care

Requirements

• Experience in similar functions of at least 5 years (Business Management degree is an advantage)
• Previous experience in renewable energy is an advantage
• Proficiency in English and Portuguese language (written and spoken)
• Experience with IT tools (MS Office, ERP, CRM)
• ERP and/or CRM Implementation experience
• Able to interpret MI/BI
• Team management skills

Key Skills

• Strong strategic and customer focus
• Market Analyzes
• Excellent communication skills and capacity to adapt it to all levels
• Capacity to work autonomously and motivate others
• Capacity to work in a fast pace environmental