13 set - Milano
Edvwerke
EDV Werke is looking for a Salesforce Case Management Efficiency Consultant.
Working Model: On-site – Milan, Italy
Form of cooperation: B2B Contract
Tasks :
- 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.
Must-Have Skills:
- 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.
- Analytical & Workflow Skills – Strong ability to observe, document, analyze, and synthesize complex operational workflows into clear, actionable improvement opportunities.
- 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.
Nice-to-have Skills:
- 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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