10 set - Milano
Edvwerke
EDV Werke is looking for a Salesforce Case Management Efficiency Consultant.
Working Model: On-site – Milan, Italy B2B Contract Workflow Analysis & Assessment – Observe and document customer service workflows across CRM case management, email, and voice channels to identify inefficiencies and operational friction. Process & System Mapping – Map current processes, system interactions, integration points, and agent activities to identify unnecessary steps, system switching, and additional workload.
Diagnostic
Evaluation – Assess adoption levels, training effectiveness, technology gaps, existing automations, and integration issues while distinguishing quick wins from structural improvements.
Optimization
Recommendations – Propose process, technology, integration, training, and adoption improvements while identifying opportunities to increase productivity and streamline customer service operations. Productivity & Scalability Analysis – Quantify potential productivity gains, assess implementation feasibility, and evaluate whether proposed improvements can be scaled effectively across multiple markets.
Stakeholder
Engagement & Reporting – Work directly with customer service teams and leadership on-site, present findings and recommendations, and provide insights supporting future transformation initiatives.
Process Optimization
Experience – Proven experience in business process optimization, operational efficiency, or systems consulting, with a strong focus on identifying and reducing operational friction.
Customer Service
Operations – Hands-on experience in back-office customer service environments,
with practical understanding of agent workflows and day-to-day operational challenges. CRM & Case Management Knowledge – Familiarity with CRM platforms, case management systems, or related customer service solutions and their role in supporting operational processes.
Italian Language
Skills – Fluent Italian language skills, enabling effective on-site communication with customer service teams and stakeholders in the local environment. Communication & Consulting Skills – Excellent written and verbal communication skills, with the ability to present findings, recommendations, and business impacts clearly to leadership and operational stakeholders. ERP Integration Experience – Experience with SAP or other ERP integrations and understanding of how enterprise systems can affect customer service workflows.
Customer Service
Transformation – Previous experience delivering customer service transformation, workflow optimization, or operational efficiency improvement initiatives.
Italian Market
Knowledge – Knowledge of the Italian business environment and customer service practices, including local operational considerations. Automation & AI Experience – Experience with customer service automation, AI agents, voice or email automation, or technologies such as VBA-based solutions. Conversational AI Platforms – Experience with Parloa or comparable conversational AI and customer service automation platforms.
Benefits: Competitive salary with performance-based bonuses. Opportunities for professional development and advancement. Dynamic and collaborative work environment. #
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