Customer Experience Partner (CDD)

Role Overview

The Customer Experience Partner is responsible for managing incidents, following up on the root causes of problems, and coordinating their resolution with internal stakeholders. They work closely with the Customer Service Specialist team to ensure a consistent customer service experience, rapid problem resolution, and a good understanding of client priorities.

What You Will Do

The Customer Experience Partner will manage orders and disputes, particularly at the beginning, to familiarize themselves with internal procedures and workflows. They will also support the “Voice of the Customer” (VoC), Customer Satisfaction (CSAT), and Client Effort Score (CES) programs to improve the customer experience and promote continuous improvement.

Why It Might Be a Fit

The ideal candidate will have a strong customer orientation, with the ability to build and maintain long-term relationships. They will have excellent communication skills in French and English, as well as analytical skills to identify root causes and resolve complex problems.

Requirements

• Diplôme de niveau Bac +3 ou Master en Ingénierie, Administration des Affaires, Gestion de la Chaîne Logistique ou domaine connexe.
• Forte orientation client avec capacité avérée à construire et entretenir des relations durables.
• Excellentes compétences en communication (orale et écrite) en français et en anglais, pour interagir avec des parties prenantes diverses.
• Capacité à collaborer efficacement avec différentes fonctions et marchés pour améliorer l’expérience client.
• Esprit analytique avec expertise en analyse des causes racines et résolution de problèmes complexes.
• Solide connaissance des processus « order-to-cash » (SAP) en support des opérations client, un atout.
• Agilité en leadership, capable de s’adapter et d’influencer dans un environnement dynamique et en constante évolution.
• Capacité à gérer la complexité et à aligner des équipes transversales autour d’objectifs communs centrés sur le client.

Benefits

• Competitive Pay Package
• Competitive Holiday/Paid Time Off, plus additional days offered
• Retirement/Pension Plan
• Medical, Critical Illness, and Life Insurance
• Employee Assistance Programs
• Best-in-class, family-friendly, and inclusive leave policies
• Additional Benefits