CS Process & Systems SME

Job Summary

The Customer Experience Process and Systems SME, EMEA [CEPS SME] is responsible for supporting the Customer Experience, EMEA organization – comprised of the Customer Care and Order Management groups - with the aim to drive overall customer satisfaction fostering operational excellence. 

The CEPS SME supports the Customer Experience organization and EMEA Operational Excellence Manager in the transformation from a transactional department to one that creates value for Corning and our customers as well as creating growth opportunities for its employees. 

The CEPS SME supports the operation to maintain good customer satisfaction in the face of frequent, new, internal and external customer requirements and changing/evolving priorities.

Key Responsibilities

• Initiates and leads process improvements to identify, systemize, and deploy functional best practices across the Customer Experience organization (e.g. systems integration and optimization, end-to-end OTC process improvements, order management improvements, reporting, automation, analytics, Finance & CE process improvements) applying PEX and/or project management tools where and when applicable.
• Analyzes and distributes relevant customer experience data related to department objectives.
• Participates on customer service and cross-functional and/or global project teams to represent the customer service function, interests, and those of our internal and external customers. 
• Defines, with the department leadership, the training program within CE and is a gatekeeper to ensure all trainings are effective and executed on time by the CE organization

• Tracks, communicates, and supports existing KPIs to achieve overall department goals and objectives.

• Supports functional implementation of technology to support order management activities (eg e-commerce, EDI, Hybris, Business WhatsApp, SAP, SFDC, external order platforms) and ongoing improvements

Compentencies (knowledge, skills and behaviour)

• Has strong skills to manage leadership audiences, set expectations, and influence for results
• Thinks big picture, can drive transformation through ideal state exercises and creating of project, program, or organizational roadmaps for design teams to execute upon
• Able to quickly ramp up into new areas and drive ownership in a highly matrixed organization
• Able to work with stakeholders at different levels in the organization
• Advanced Excel Skills 
• Knowledge of Salesforce and Power BI
• Strong understanding and experience within Customer Experience & Supply Chain

Experiences/Education - Required

• Master or Bachelor preferable business administration or equivalent
• Fluent English and/or another foreign language appropriate for the role.
• 3-5 years’ work experience with business management software / systems (e.g., PeopleSoft, SAP, Oracle, Salesforce).
• Minimum 5+ years of experience with customer/distributor interactions and/or Customer Experience / Supply Chain / Process Improvements and improving customer satisfaction.
• Work experience in an international multi-cultural organization.