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- Learns Zebra policy and process requirements surrounding supplies customer complaints. Begins to apply knowledge by assuming responsibility for complaint activities to respond to customer and resolve issues to a satisfactory conclusion in a timely manner.
- Demonstrates an understanding of all service level agreements and key performance indicators which may include response times, accuracy of information and other metrics.
- Develops an understanding of region and customer base. Establishes relationships with internal departments and other supplies sites globally.
- Communicates effectively with internal and external customers through multiple means, such as email, telephone and a specific CRM tool. Face to face customer meetings may also be required from time to time.
- Works collaboratively with multiple departments i.e. (planning, product management and manufacturing etc.) as needed to ensure accurate information to resolve cases.
- Develop commercial awareness of Zebra products and business, to identify priority cases or cases that have a significant impact to the business, whilst understanding costs.
- Conduct print testing to verify complaints.
- Initiates continuous improvement.
- Maintains complaints log and completes supplies complaint analysis in a timely manner.
- Responsible for cost of poor quality (COPQ).
- Conduct internal audits, become familiar with audit tool and CAPA (corrective action preventative action) system.
- Participate in external audits to various ISO standards.
- Regularly participates in training and self-development.
- Excellent written and verbal business communications skills.
- Strong attention to detail, analytical and organisational skills are essential to success.
- High level of organisation, agility with excellent multi-tasking and time management skills.
- Recognises important situations and reacts accordingly.
- Embraces and fully utilises new tools and technology to improve efficiency.
- Able to follow verbal and written instructions.
- Solid professional work behaviours (attendance, time management, teamwork)
- Knowledge of MS Office products. Proficient in word, excel, outlook and internet research.
Operational Solutions Specialist - Preston, United Kingdom - Zebra
Description
Remote Work: Hybrid
Overview: At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.
Being a part of Zebra means being seen, heard, valued, and respected as you define your path to a fulfilling career. Here, you'll have opportunities to learn and lead at a leading company, and you can channel your skills towards causes that you and the Zebra community care about, locally, and globally.
Together, we've only begun to define the edge of what's possible—for our people, our customers, and the world.
The Operational Solutions Specialist is an excellent opportunity to join a dynamic and diverse organisation with excellent benefits and acquire invaluable business acumen.
Opportunity to gain technical knowledge of supplies products, label manufacturing processes to determine root cause analysis to resolve product complaints.
Develop understanding of various standards and systems at Zebra to participate in internal and external audits.
Consulting with customers, suppliers, colleagues at different Zebra locations.
The role is also responsible for answering various types of customer inquiries and questionnaires whilst consistently demonstrating superior customer service.
Responsibilities: