OTC Customer Service Processes Owner

hace 2 semanas


Ciudad de México Celanese International Corporation A tiempo completo

Overview:We are a global leader in advanced accessories and essential chemicals, manufacturing products across North America, Europe, and Asia. Our expertise lies in producing intermediate chemicals and high-performance polymers for diverse industries. OPEX Specialists are pivotal in Customer Service, acting as process owners and system experts for critical platforms like SAP and eSystems. They specialize in driving continuous improvement by optimizing processes and resolving complex issues to enhance operational efficiency within the Customer Experience organization.**Responsibilities**:Regional Process Ownership:- Act as the regional expert and owner for customer service processes, ensuring alignment with global standards.- Collaborate with CX, Supply Chain, and Commercial teams to maintain business rule alignment and compliance.System Management and Support:- Manage SAP, SAP interfaces, and Order Cockpit 2.0 as a key user, overseeing system maintenance and troubleshooting.- Lead efforts in resolving process and system issues to ensure smooth customer service operations.Process and System Improvement:- Drive continuous improvement initiatives, focusing on automating order entry processes and enhancing efficiency.- Partner with IT to translate business needs into technical solutions, supporting day-to-day operations.Knowledge Management and Training:- Regularly review and update process documentation to preserve institutional knowledge.- Develop training materials and conduct sessions as part of the “Train the Trainer” concept to empower team members.Qualifications:Required:- Minimum of 3 years experience with SAP in the Order Entry (SD)—focused on overseeing system maintenance and troubleshootin not just customer service- Knowledge of SAP Tables- Proficiency in English- Bachelor’s DegreeDesired:- Experience with IDOCs- Familiarity with E-Business- RPA knowledge



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