Customer Operations Specialist

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**Purpose of the position** Our customer journey extends beyond purchasing our products and services, it’s complemented by the support given to them to ensure they can continually and consistently deliver services to their customers. When a product or service are sold and terms are agreed with customers, this requires the management of Operations, internal and external, to deliver upon such terms. This might imply the coordination of external and/or field operations like - but not limited to - surveys, hardware or software installations, disposals, upgrades and replacements of products or parts in or out of warranty. All the above with the objective of maximizing customer satisfaction within defined cost boundaries. The role will have a customer focus, strong program management methodology, a clear understanding of all aspects of commercial contracts and have the authority, within Gilbarco, to communicate with internal stakeholders at all levels and for all aspects relating to these programs. This role will require strong administrative skills and an attention to detail that meets the reporting requirements for the deployment operations and subsequent support obligations for the Retail Solutions Products and Services portfolio, with a geographical scope that includes the whole customers base in Europe. The role also requires knowledge and understanding of Gilbarco Veeder-Root systems, policies, procedures, and personnel from GVR, Third Party Suppliers and foreign Affiliates. With a highly customer focused and service-oriented role you will regularly communicate externally with customers and internally with colleagues to ensure Customers full satisfaction about the level of after sales service received, being these product installations, rollout management, site surveys, remote services delivery,



warranty services or other deliveries implied by agreements with our customers. **Key Responsibilities**
- Conduct regular customer meetings and co-ordinate performance reports for the assigned customers.
- Resolve issues on the delivered performance and provide customer responses in a timely manner.
- Work with all internal functions to ensure effective implementation of the relevant services required by customers
- Work with Customer Stakeholders to deliver all services metrics
- Improve the service supply chain process, to give the customer greater confidence in ensuring that services timelines are achieved.
- Build strong customer relationships and service ethic that ensures GVR develops and maintains a distinct competitive advantage across the customer organization.
- Define and implement recurrent customers’ poll to survey their satisfaction about our services, implementing standard quality metrics like Net Promoter Score (NPS) to monitor and achieve high levels of customer satisfaction.
- Warranties process management
- Provide regular and on demand report for revenues and costs, including forecast related to the delivered Services.
- Harmonize Customer requirements, supervise response to Customer tenders/quotations on Services (including contracts with third party suppliers)
- Drive the invoicing cycle for Services




- Ensures that customers who are consuming the services are satisfied and drive the process of contracts renewals in a structured manner
- Travel on demand, occasionally (Customer / Partner, GVR Companies or other locations if needed)
- Undertake any other duties that are required commensurate with the role and to support the wider team. **Position Relationships** **Internal relationships**
- Helpdesk & Technical enablement
- Customer Care Team
- Sales
- Program Management
- Engineering
- Product Management
- Customer Support function **External relationships**
- Customers
- Distributors
- Reselling partners and agents
- Authorized Service Contractors (ASC)
- Site manager or site employees
- Third Party Suppliers **Knowledge, Skills and Experience**
- Good skills in spoken and written Italian and English, able to communicate verbally and in writing with confidence and clarify.
- Strong program management skill required
- High level customer relationship attitude and negotiation skills.
- Administrative skills
- Self-motivated with a high degree of initiative and independence and ability to operate with minimum supervision.
- Flexible and adaptable to changing priorities and business environments
- Ability to demonstrate excellent customer contact handling skills, demonstrating empathy, support coupled with active listening skills to ascertain facts and work through resolutions.
- Able to prioritize and multitask effectively and work to tight deadlines
- Have excellent attention to detail and accuracy
- Self-driven and work independently, but able to work constructively in a team, focusing on solutions to improve service levels
- Flexibility in work Schedule
- Self-Learning and proficiency utilizing research manuals and tools to find answers
- To comply with the Health, Safety and Environm

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7gop1g