Are you passionate about coffee? Do you care about sustainability and quality? At Nespresso we place people, coffee and sustainable living at the heart of what we do, inspiring an engaging and meaningful place to work.
Position Summary
The Customer Service Specialist (B2B Systems & Project Management) role supports both the internal & external B2B Center of Excellence (CoE) teams, as well as B2B external partners. The core element of the role is to plan, develop and execute projects to ensure they deliver expected value to the business, on time, on budget, in scope, on quality that may be clearly defined upfront or may require dynamic and iterative scoping, delivery and change management. This will include developing project charters, plans and budgets, maximizing use of knowledge management tools, and driving B2B business growth through ensuring that the systems are maximizing the customer experience, employee experience and efficiency. This is a remote-based opportunity.
Responsibilities:
- Develop & administer project plans & budgets; identify project goals, strategy, key stakeholders, risks and mitigations and allocation of available resources for implementation and communication.
- Manage the B2B CoE change calendar to plan, schedule, prioritize and execute projects within B2B and CoE operational resource constraints.
- Represent B2B CoE cross functionally (Commercial team, finance, E-comm, TQM, CoE etc.) and provide functional expertise to assess potential financial and operational impact of initiatives affecting the team.
- Ensure project scope and schedule are adhered to; ensure proposed changes are aligned with objectives and are conducted in accordance with agreed upon project change processes.
- Promptly identify and propose solutions to resolve issues that can adversely impact project schedule, cost, or project handover to operations on multiple projects.
- Support project reporting and documentation processes; deliver status reports and analysis for management on an on-going basis; track and resolve issues; escalate to management as necessary.
- Build and continuously manage & maintain B2B library documentation, in coordination with the team & Functions (OMNI, Quality, TQM, SC, ComExc, Finance, etc.).
- Continuously coordinate B2B Marketing actions, promos, CRM campaigns, Fairs & B2B Events and manage testing's, documentation creation and/or adaptation for the audience and communication to the concerned teams in a timely manner.
- B2B CoE owner of MAT User Acceptance testing and all projects/promo/campaign testing coordination/validation, etc.
Requirements:
- High School Diploma or GED required; Bachelor’s degree preferred.
- 2 years of experience working in a B2B environment (office or hospitality), in a customer-service role preferred.
- Demonstrated proficiency in MS Office (Word/Excel/PowerPoint/Outlook).
- Must have familiarity with systems, system issues resolution, system testing and system procedures.
- Must have excellent communication (oral and written), customer-service, and organizational skills.
- Must possess strong analytical, technical, problem-solving and time management skills.
- Background in Project Management or current PMP certification is desired.
- Must be willing and able to work under pressure to meet tight deadlines with minimal supervision.
- Must be willing to work a flexible work schedule to include weekdays and weekends (Saturdays).
- Must possess a proactive mindset to be able to support the B2B CoE and Outsourcer teams.
Requisition ID:
188669
It is our business imperative to remain a very inclusive workplace.
To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.
Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.
This position is not eligible for Visa Sponsorship.