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Customer Service Reporting Specialist

Employer
On
Location
Berlin
Closing date
8 Apr 2024

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Job Details

Our EMEA Customer Service Team (we call it Happiness Delivery team) is growing, just like On, and with this comes the exciting opportunity to become a Happiness Delivery Reporting specialist.
You will work with our CRM and various systems and applications to convey complex technical concepts and insights in a clear and concise manner, enabling our BPO vendors, coaching and leadership teams to best address any opportunities arising from the Happiness Delivery team.

Your Mission

- Build the foundation for Customer Service quantitative performance and be a key stakeholder in curating the success narrative for the EMEA region and its accompanying set of approved dashboards.
- Design, build, maintain and report as needed on a curated database of DTC performance metrics in EMEA.
- Collaborate with leadership and BI to resolve data and integration-related issues.
- Collaborate with the data and leadership teams of our BPO vendors to ensure all vendors are in alignment with data reporting.
- Serve as the key point of contact for data and reporting related questions from
- Customer Service leadership both regionally and globally.
- Stay up-to-date with company and industry best practices in data management, database design, NPS data analytics, and all app integrations.
- Embody the On Spirits and deliver the WOW to customers, teammates, and business partners.
- Lead and participate in special projects as needed to improve team performance and compliance.

Your Story

- You have relevant experience in customer service, performance management, people management, operations management or operational excellence. (Prefered Min. 2 years experience).
- You have relevant experience with database management systems, Microsoft Dynamics 365 and Salesforce Lightning is preferred.
- You have relevant experience with Looker, Alvaia, and Talk Desk a plus.
- You are empathetic and your strong communication skills enable you to successfully collaborate with multi-functional and multi-cultural teams.
- You have the ability to structure and visualize complex issues effectively.
- You have a solutions-oriented mindset with a proactive approach.
- You have outstanding analytical and reporting skills, paying meticulous attention to detail.
- Business fluency in English. Any other European languages a big plus.
- Flexible to travel on occasion.

Meet The Team

Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

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