Operations & Customer Experience Specialist

4 semanas atrás

São Paulo, São Paulo, Brasil Roambee Corporation Tempo inteiro
**Operations & Customer Experience Specialist (Brazil)**
As the Operations & Customer Experience (CX) Specialist for Brazil, you will be responsible for the existing accounts health and their operation of our innovative IoT service in Brazil. Your goal will be to maintain and grow those accounts through Roambee's customer-centric vision, managing the account needs such as reverse logistics, shipping devices and devices health.
You will be managing existing clients as well as laying the groundwork for expanding these business engagements and handle post sales relationships.
This role reports to the **Country Head of Brazil.**
**Your area of responsibility**:
- Drive Top Account retention, reduce churn and improve customer satisfaction by being a knowledgeable advisor to the customer
- Continually review and evolve the account, making sure the customer understands and uses the solution to derive value
- Work independently on the technical and operational implementation of Roambee's solution with new accounts and proofs of value
- Support with demos, onboardings, trainings and regular check-ins during the entire customer journey
- Identify top account needs and take proactive steps to maintain positive experiences
- Document processes and log technical issues, as well as customer compliments and complaints
- Drive customer engagement initiatives to improve and enhance their perceptions and experience
- Contribute to the planning process, helping to shape the strategies and tactics within the team
- Manage Roambee's device operation, fulfillment, and reverse logistics process operations.
- Manage the operations side of customer engagements.
- Shipping devices based on customer orders
- Managing operations related customer service requests through the Jira Service Desk support platform
- Monitoring devices heath at customer account.
- Support, configure, test and operate our services and related integration points.
- Bring your ideas into a company's operations mix and objectively evaluate their efficacy and success.
**Requirements**:**
What we're looking for**:
- Bachelor's degree in engineering, logistics or research or other related disciplines.
- Highly organized, with an ability to prioritize time-sensitive assignments.
- Experience in ERP systems, process design and implementation
- Strong project management skills
- Knowledge in supply chain management or transportation and logistics a big plus
- Pre-sales, conducting solution demos
- Writing and implementing SoWs (Statements of work)
- Translating the customer requirements to the internal engineering and data teams
- Fluent spoken and written Portuguese is mandatory, Advanced English is required.
- Highly organized, with an ability to prioritize time-sensitive assignments
- Energetic, self-motivated, with a strong propensity to succeed.
- Compensation is negotiable and depends on experience and skill level.
**Please note**:
- This job is located in Vinhedo - SP Brazil.Any Graduate / Post Graduate

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