Position Snapshot

• Nespresso Italy, Milan (Assago) Head Quarter
• Permanent Contract 
• At least 2 years of professional experience as Analyst/Specialist of processes of After Sales, Operation, Field Service or Project Management
• Graduates in Engineering or Economics
• Fluent Italian and English

Position Summary

In this role you will support and contribute to ensure the best in class after sales service.

You’ll be able to put in place outstanding service solutions and to boost quality for our customers by creating valuable processes. You will be in direct contact with service partners and internal stakeholders, leading projects in order to improve after sales service and customer experience.

A Day in the Life of an After Sales B2B Specialist

• Establish and continuously enhance the after sales process by challenging the customer journey and related processes
• Support decision-making by setting and updating key performance indicators (KPIs) and quality metrics
• Leverage operational excellence by standardizing processes and defining new ways of working
• Manage service levels and performance of After Sales third parties, ensuring the achievement of KPIs
• Implement a tactical continuous improvement plan to deliver operational savings without compromising quality
• Lead the follow-up of crises related to technical issues
• Support the definition of the local After Sales service strategy and ensure smooth day-to-day operations of external After Sales partners
• Proactively identify and pursue opportunities for improvement
• Foster strong relationships with B2B sales and customers by actively listening to their feedback and addressing their concerns effectively
• Collaborate with cross-functional teams to ensure alignment on customer needs and expectations, facilitating effective communication between stakeholders

What Will Make You Successful

• At least 2 years of professional experience as Analyst/Specialist of processes of After Sales, Operation, Field Service or Project Management
• Ability to extract, interpret and present insights from unstructured and structred data
• Passionate in data analysis and six-sigma methodologies
• Ability to manage multiple tasks and priorities
• Ability to meet challenging deadlines
• Customer centric and innovative and can-do mindset
• Positive forward-looking mindset and team spirit with good communication skills
• Knowledge of Excel, Power Query and Power BI are nice to have 
• Fluent in English and Italian