Job Summary: 

• Managing the daily running of the call center, including effective resource planning and implementing call center strategies and operations
• Implementing Parts and Service Order Management Strategies
• Carrying out needs assessments, performance reviews, and cost/benefit analysis
• Taking responsibility for defining user requirements
• Establishing productivity, quality, and customer-service standards
• Contributing information and analysis to organizational strategic plans and reviews.
• Organizing staffing, including shift patterns and the number of staff required to meet demand
• Ensuring an appropriate level of staffing to meet volume demands for specific customers or regions
• Setting and meeting performance targets for speed, efficiency, and service quality
• Identifying gaps and the need for improvement in processes and systems

Skills on Resume: 

• Resource Planning (Hard Skills)  
• Strategy Implementation (Hard Skills)  
• Order Management (Hard Skills)  
• Needs Assessment (Soft Skills)  
• Performance Review (Soft Skills)  
• Cost Analysis (Hard Skills)  
• Staffing Management (Hard Skills)  
• Process Improvement (Soft Skills)

Job Summary: 

• Reviewing the performance of staff, identifying training needs, and planning training sessions
• Ensuring all relevant trainings and communications are updated and regularly reviewed
• Monitoring random calls to improve quality, minimize errors, and track operational performance
• Preparing call center performance reports by collecting, analyzing, and summarizing data and trends
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis
• Recording statistics, user rates, and the performance levels of the center, and preparing reports
• Handling the most complex customer complaints or enquiries
• Interfacing with Internal Stakeholders to drive cross-functional collaboration and resolve conflicts in a particular region or customer
• Planning and managing the budget for a specific function or region
• Driving compliance with external and internal policies

Skills on Resume: 

• Staff Performance Review (Soft Skills)  
• Training Management (Hard Skills)  
• Quality Monitoring (Hard Skills)  
• Performance Reporting (Hard Skills)  
• Data Forecasting (Hard Skills)  
• Statistical Analysis (Hard Skills)  
• Complaint Resolution (Soft Skills)  
• Cross-functional Collaboration (Soft Skills)

Job Summary: 

• Own and drive the tender process, ensuring there is a decision-making capacity at all times and the final product is commercially viable
• Develop solution design in close alignment with product and other functional teams (e.g., IT)
• Review and sanity check pricing and completed customer templates as prepared by the RFQ team before submission
• Prepare and align presentations to support the internal tender process
• Review standard narratives for the proposal by the RFQ team
• Drive negotiation and finalization of the contract, and align with relevant internal decision makers
• Fully support other global or regional RFQs at all stages of the process to the best ability
• Ensure there is a common understanding of service expectations and solutions, both with the customer, the implementation teams, and all countries involved
• Oversee handover and implementation activities (driven by implementation teams) to meet customer expectations (SLAs and SOPs)
• Conduct analysis and reporting to show the value of the program and return on marketing investment.

Skills on Resume: 

• Tender Management (Hard Skills)  
• Solution Design (Hard Skills)  
• Pricing Review (Hard Skills)  
• Presentation Preparation (Hard Skills)  
• Proposal Review (Hard Skills)  
• Contract Negotiation (Soft Skills)  
• Customer Alignment (Soft Skills)  
• Implementation Oversight (Hard Skills)

Job Summary: 

• Partner with global program managers to lead quality activities associated with the development of new business.
• Be the global Quality representative to the customer and the Voice of the Customer in all discussions.
• Ensure quality activities comply with technical requirements and established quality practices to meet program commitments.
• Act as the APQP4Wind Champion and drive APQP4Wind requirements to ensure that TPI is executing the processes correctly.
• Company representative to the APQP4Wind organization, participate in organization activities.
• Lead the quality relationships with and for customers. 
• Ensure that quality requirements are reasonable, understood, and managed in production.
• Ensure future wind blade quality needs are anticipated, and TPI technology is advanced to support them.
• Support the investigation of customer quality claims and work on resolutions
• Travel to customers to resolve problems, investigate customer needs, and build relationships.

Skills on Resume: 

• Quality Management (Hard Skills)  
• Customer Relationship (Soft Skills)  
• Compliance Monitoring (Hard Skills)  
• APQP4Wind Process (Hard Skills)  
• Program Leadership (Soft Skills)  
• Quality Requirement Management (Hard Skills)  
• Customer Quality Support (Soft Skills)  
• Problem Resolution (Soft Skills)

Job Summary: 

• Travel to TPI factories to be aware of the latest blade manufacturing processes and ensure that customer requirements are understood and followed.
• Coordinate the programs related to field quality issues and RCCA (Root Cause and Corrective Action) closure with customers
• Coordinate key customer audits and visits to factories.
• Coordinate with Business Development and Legal to ensure that quality requirements are adequately documented in contracts.
• Lead investigation of high-level or critical customer quality complaints.
• Mentor less experienced quality personnel.
• Lead communications and make presentations to customers on key quality issues.
• Drive programs using quality as a differentiator to support business growth.
• Create and promote a culture of collaboration, teamwork, and fun while delivering to or exceeding expectations

Skills on Resume: 

• Manufacturing Process Knowledge (Hard Skills)  
• Field Quality Coordination (Hard Skills)  
• Customer Audit Management (Hard Skills)  
• Contract Quality Documentation (Hard Skills)  
• Complaint Investigation (Soft Skills)  
• Mentorship (Soft Skills)  
• Customer Communication (Soft Skills)  
• Business Growth Support (Soft Skills)

Job Summary: 

• Work cross-functionally on the organization-wide creation of a customer experience closed-loop process and governance model.
• Partner with Dematic’s regions to support the NPS program, including survey management, data analysis, and reporting.
• Interact with many key cross-functional groups and departments within Dematic.
• Lead the implementation and deployment of agreed prioritized initiatives, partnering with the CX steering committee on creation of the project plan, financial review, technology, and resource planning.
• Assist with the collection of feedback across channels, supporting the translation of that data into actionable insights for stakeholders across the organization
• Help to centralize feedback across services/programs within a single vendor platform
• Monitor and bridge feedback across channels (survey, social media, and app reviews), culling out insightful themes to help drive customer satisfaction
• Partner with the Global Lifecycle Services team to further evaluate what actions customer service should take to improve performance
• Determine more actionable metrics beyond NPS, such as customer satisfaction (CSAT), customer effort score (CES), and value enhancement score (VES)
• Lead to a better prediction of customer loyalty and management of resources.
• Establish a global customer experience council and advisory programs.
• Work with Product Marketing and Sales to orchestrate a quarterly cadence of Customer Advisory Board meetings around the world to facilitate the most critical product and go-to-market feedback loop.

Skills on Resume: 

• Customer Experience Process (Hard Skills)  
• NPS Program Management (Hard Skills)  
• Cross-functional Collaboration (Soft Skills)  
• Project Implementation (Hard Skills)  
• Data Translation (Hard Skills)  
• Feedback Centralization (Hard Skills)  
• Customer Satisfaction Monitoring (Hard Skills)  
• Advisory Program Management (Soft Skills)

Job Summary: 

• Lead the development and deployment of a customer-centricity dashboard, reporting, analysis, and insights of customer loyalty metrics measured across all interaction channels.
• Develop customer interaction standards of excellence
• Support leadership to have a constant pulse on the voice of the customer
• Proactively manage the customer advocacy funnel and pipeline by consistently increasing the number of evidence leads in the funnel and nurturing and converting the leads into published customer stories.
• Partner with other Marketing Communications team members to create customer assets that influence positive PR and analyst relations, sales engagements, and public perception across online, social, earned media, and sales collateral.
• Generate and convert a pipeline of referenceable customers and brand advocates.
• Work with Sales, Product, and Community teams to identify potential advocates open to sharing their expertise through references, third-party reviews, industry surveys, case studies, speaking engagements, media interviews, and more.
• Be an advocate for the inclusion of the customer’s voice in major marketing initiatives and corporate events
• Work with PR, agency, and communications managers to identify and secure customers willing to do media engagements that will lead to strategic story placement.
• Generate effective and innovative ideas to improve customer stories, increase customer testimonials, and maximize amplification of each story.
• Define CX metrics from the customer-back versus internal Dematic metrics (i.e., Cost of Quality), and key competencies/capabilities for each function that will drive world-class CX for customers.

Skills on Resume: 

• Dashboard Development (Hard Skills)  
• Interaction Standards (Hard Skills)  
• Advocacy Management (Soft Skills)  
• Asset Creation (Hard Skills)  
• Reference Generation (Soft Skills)  
• Cross-functional Collaboration (Soft Skills)  
• Voice Advocacy (Soft Skills)  
• CX Metrics (Hard Skills)