Customer Experience Specialist – Operations (1-y contract)

As part of a rapidly evolving distribution network, we are looking for a Customer Experience Specialist - Operations to join us on a 1-year contract and play a key role in shaping how we deliver value to our customers. In this role, you will ensure that customer concerns are addressed with urgency and rigor, from initial identification through to resolution and escalation when required.
You will act as the voice of the customer within the organization, working closely with operations and cross-functional teams to not only resolve issues but also improve processes and prevent recurrence. This is a highly visible role where your ability to listen, analyze, and influence will directly contribute to enhancing customer satisfaction and embedding a strong customer-centric mindset across the business. What you'll be doing Customer issue ownership * Proactively capture and follow up on customer issues and feedback * Ensure timely resolution of concerns and escalate when required * Drive both immediate containment (e.g.
operational fixes) and long-term corrective actions Root cause analysis & Structured problem solving * Analyze customer-impacting issues to identify root causes * Investigate recurring and critical problems * Apply structured methodologies such as 8D (Eight Disciplines) for systemic issues and I2P / containment approaches for faster resolution * Ensure corrective and preventive actions are effectively implemented Continuous improvement & Quality integration * Identify trends in customer issues and define improvement priorities * Drive initiatives to prevent recurrence and improve operational performance * Ensure customer feedback is integrated into quality and robustness processes such as: + PFMEA (Process Failure Mode and Effects Analysis) + Process Control Plans (PCP) * Support updates to process controls and operational standards to reduce risk and improve consistency * Partner with teams to strengthen process reliability and long-term performance Voice of customer (VoC) & Insights * Monitor and analyze customer feedback, including surveys and Net Promoter Score (NPS) * Translate customer insights into actionable improvement plans * Share key findings and recommendations with stakeholders Cross-Functional Collaboration * Work closely with operations, logistics, order management, and quality teams * Coordinate actions across internal teams and external partners (3PL) * Support teams in applying structured problem-solving and improvement practices Customer Experience Advocacy * Represent the voice of the customer internally * Influence decisions to ensure customer priorities are considered * Promote a customer-centric mindset across the organization What you bring * Experience in a customer-facing role with regular stakeholder interaction * Exposure to operations, logistics, supply chain, or a technical environment * Strong communication skills with the ability to influence and engage stakeholders * Solid problem-solving skills, including root cause analysis and implementation of corrective actions * Ability to manage multiple priorities, stay organized, and drive issues through to resolution * Experience working cross-functionally and coordinating with different teams * Proficiency in MS Office tools, particularly Excel and PowerPoint * Experience with CRM or customer-related systems You might also have * Experience in continuous improvement or process optimization environments * Exposure to project management or coordination of initiatives * Familiarity with Lean principles or structured improvement methodologies * Experience with quality frameworks such as 8D, PFMEA, and Process Control Plans (PCP) * Experience guiding or supporting teams on problem-solving approaches (formal or informal) * Degree in engineering, technical field, or equivalent practical experience We recognize that skills and competencies can be developed through a variety of experiences, both professional and personal.
Even if you don't meet every single requirement listed, we still encourage you to apply.
Your unique background and perspective could be exactly what we're looking for. This job posting represents an active opportunity within our team.
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