Customer experience, operational excellence specialist
CelaneseAbout the role
Responsibilities
o Regional process owner and expert
o Business Rules: Work closely with CX, other Supply Chain functions and Commercial to ensure business rule alignment and adherence
o System key user for SAP, SAP interfaces, Order Cockpit 2.0. System maintenance and support
o Lead and support process and system troubleshooting for Customer Experience
o Knowledge retention - ensure regular review of process documentation
o Focus on process and system improvements and automations to support day-to-day activities of Customer Experience
o Automation of order entry i.e., BOT, EDI, My.Celanese (process set-up, monitoring and error resolution)
o Link between IT and system users to translate business requirements
o Support projects as process and/or system specialist
o Leader for small projects
o Support development of training material
o Trainer for “Train the Trainer” concept
o Experienced system tester who can also develop test scripts and leads test cycles i.e., SIT, UAT
Qualifications
Skills:
o Business experience in Customer Service (minimum 5 years experience)
o Logistics experience desirable
o System Know-how: SAP, SAP interfaces, Order Cockpit 2.0
o Strong working knowledge of Microsoft Office
o Advanced process thinking and documentation skills
o Problem-solving and hands-on mentality
o Agility and conflict-solving skills
o Positive change mindset and ability to motivate users to embrace change
o Stakeholder management including ability to network and be a strong team player
Tools:
o SAP, SAP interfaces, Order Cockpit 2.0
o Ticketing system
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