Job Description

The Core Responsibilities For The Job Include The Following

Customer Communication and Escalation Handling:

• Leverage a proven track record in customer communications to ensure clear, consistent, and effective messaging across all customer touchpoints, fostering strong client relationships.
• Manage and resolve customer escalations promptly, ensuring effective communication and swift resolution to maintain a positive customer experience.

Stakeholder Engagement

• Lead conversations involving multiple stakeholders, collaborating seamlessly with sales, solutions, product, and support teams to align customer experience strategies with the unique demands of our industry.

Data Analytics

• Apply basic SQL knowledge to analyze data and utilize analytics tools like Grafana and Power BI dashboards.
• Extract insights from customer data, informing strategic decision-making regarding customer segmentation, preferences, and behavior within logistics and warehouse automation.

Dashboard Monitoring

• Utilize Grafana and Power BI knowledge to monitor and analyze key customer experience metrics, ensuring real-time visibility into GreyOrange solutions' performance and facilitating data-driven decision-making for supply chain optimization.

Customer Success Initiatives

• Develop and implement customer success initiatives specific to the supply chain and logistics sector, owning and improving CSAT (Customer Satisfaction), NPS (Net Promoter Score), on-time AMC (Annual Maintenance Contract) renewals, and other relevant metrics.
• Enhance overall customer satisfaction, drive loyalty, and identify opportunities for process optimization.

Advocacy Program Management

• Manage customer advocacy programs, leveraging satisfied clients for testimonials, case studies, and referrals, showcasing GreyOrange's impact on transforming logistics and warehouse operations.

Performance Metrics And Reporting

• Establish key performance indicators (KPIs) for customer experience within the logistics and supply chain domain, regularly reporting on metrics and insights to track progress and identify improvement areas.

Requirements

• 1-4 years of proven experience in managing complex technical products with a demonstrated ability to quickly learn and adapt to sophisticated solutions, which is particularly required for your role in the context of GreyOrange's warehouse robotics and automation systems.
• Demonstrated success in customer communications and Customer Experience Management (CEM).
• Ability to lead conversations involving multiple stakeholders in an innovative technological environment.
• Basic SQL knowledge to analyze data and use analytics tools like Grafana and Power BI dashboards.
• Familiarity with Customer Experience Management principles and strategies like CSAT, NPS, and Renewals.