Job Description:
The Senior Order Management Representative will be responsible for making the Nespresso experience easy for our most valuable customers by anticipating their needs and providing a seamless end to end service. As a customer experience expert, you will use your business acumen to advocate cross functionally to get best possible outcome and will intimately know the requirements of the key accounts and be solution focused to maximize first contact resolution. This role will also assist the Coffee Specialists (internal and outsourced) in the resolution of customer requests. The Senor Order Management Representative will also strive to continuously enhance Nespresso’s Coffee Specialists’ expertise and identify significant processes and activities improvement opportunities, in collaboration with Quality and Team Leaders. This is a remote-based opportunity.
Responsibilities:
• Promptly identifies, understands and addresses specific customer needs and expectations.
• Minimizes customer effort and achieves high customer satisfaction through personalized and mindful communication, problem solving and follow-up across all channels.
• Deliver an unparalleled level of service to the nominated Nespresso high value key customers by balancing the respect of processes and reasoned exceptions adequately.
• Develop a deep knowledge of our customer segments and understand their specific needs
• Analyze and approach customer interactions with an understanding of their key drivers, in tight collaboration with the sales team.
• Build rapport with customers. Personalize and demonstrate enthusiasm and empathy.
• Is an expert in Nespresso products, services and sustainability commitments, continuously learns and leverages new knowledge and skills.
• Translates expertise into each customer contact, mirrors customer and gives the right level of information for the customer’s situation.
• Troubleshoot exhaustively with customers who experience machine issues and guide them through the process.
• Deliver an outstanding onboarding experience.
• Embrace our B-Corp values and safety culture.
• Actively contribute by becoming a Subject Matter Expert (SME) and always displaying an ICAN attitude.
• Support a change culture and embrace new initiatives through work practices.
• Expert in operational processes, supports Customers in inbound and outbound contacts through phone and digital channels.
• Shares customer feedback expertise internally and leads continuous improvement processes.
• Highlights improvement opportunities and blocking points requiring focus.
• Accuracy and excellence in the execution of all processes.
• Troubleshoot exhaustively with customers who experience machine issues and guide them through the process.
• Deliver an outstanding onboarding experience.
• Timely & efficient order entry and management.
• Responsible for making decisions relevant to the situation whilst always meeting our quality standards, procedures and compliance rules.
• Build brand equity conveying the Nespresso Professional story.
• -Build rapport with customers. Personalize and demonstrate enthusiasm and empathy.
• Contributes to Customer retention through tailor-made, proven and new solutions.
• Support B2B outbound campaigns to maximize sales opportunities, service and retain customers.
• Provide personalized advice and recommendations on Nespresso Professional products and services.
Requirements:
• High School Diploma or GED required; Bachelor’s degree preferred.
• Demonstrated experience working within Sales or Sales Customer Service within a B2B capacity.
• Demonstrated proficiency in MS Office (Word/Excel/Outlook) required.
• Strong customer service orientation, organizational skills and sales persuasive speaking techniques
• Time management and efficiency skills and must be able to prioritize and multi-task while producing quality work.
• Experience with upselling and cross selling.
• Adaptability with high attention to detail and quality.
• Ability to understand processes, technical concepts, machine operations and troubleshooting.
• Strong communication skills; both verbal and written with excellent listening, patience and empathy skills.
• Highly collaborative cross-functionally, especially with the Commercial teams.
• Full understanding of customer organization complexity and their impacts on business.
• Ability to incorporate the brand vision and purpose into customer interactions.
• Problem solving expertise with a proactive mindset. Ready to advocate, negotiate, and take initiatives whenever needed to better service B2B customers and improve their experience with the brand within compliancy rules and defined framework.
• Objection handling skills to de-escalate difficult situations.
• Ability to handle high stress situations and manage well under pressure, always driving for results
• Ability to type a minimum of 40 words per minute.
• Willing and able to work under pressure to meet tight deadlines with minimal supervision.
• Must have full flexibility and willingness to work in a shift environment, including weekends and evenings.
The approximate pay range for this position is $45,000 to $55,000. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.
Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits. Incentives and/or benefit packages may vary depending on the position.
