Operations Representative, Customer Experience

About the Company:

Hanwha Vision has been leading the global video surveillance industry with world-class optical design, image processing, and cybersecurity technologies for more than 30 years. As it broadens its business to become a global vision solution provider, Hanwha Vision aims to deliver more valuable and meaningful insights to customers by collecting key information and leveraging big data analytics using AI and cloud technologies.

Job Title: Customer Experience Specialist

Location: Hanwha Vision, Brazil

Job Objective:

Ensure an exceptional customer experience through proactive, personalized, and efficient support, guaranteeing the satisfaction and loyalty of Hanwha Vision's customers in Brazil. This role is critical for enhancing customer interactions at every touchpoint, adding value to the company and strengthening its market positioning.

Main Responsibilities:

• Customer Relationship Management: Professionally and empathetically manage customer inquiries, requests, and complaints, ensuring a high standard of service.
• Customer Experience Optimization: Design and implement strategies to enhance customer satisfaction and experience, applying best practices and providing feedback for process improvements.
• Technical and Consultative Support: Collaborate with technical teams to resolve product or service issues and advise customers on optimal usage of Hanwha Vision solutions.
• Feedback Management: Collect, analyze, and report customer feedback and suggestions, generating insights for continuous product and service improvement.
• Customer Training: Organize and conduct training sessions to guide customers on product and service usage, maximizing their satisfaction and benefits.
• Multidisciplinary Collaboration: Work closely with sales, marketing, and technical support teams to align customer expectations and ensure a consistent experience.
• KPI Reporting: Monitor and report customer satisfaction KPIs, response times, issue resolution, and other relevant indicators to optimize the customer experience.

Specific Tasks:

• Serve as the main point of contact for Hanwha’s management team and distributors for operational processes.
• Handle and process all purchase orders.
• Provide distributors with visibility on purchase order lead times and new project timelines.
• Ensure distributors have clarity on Hanwha’s internal processes and tools, such as:
• Pricelist information.
• Assistance with shipment issues (e.g., missing or excess items, damages).
• Support for purchase order issues (e.g., incorrect prices or quantities).
• Keep the commercial team informed about internal processes involving purchase orders, lead times, and projects.
• Track and follow up on the monthly forecast with open orders alongside the commercial team.
• Share essential documentation related to purchase orders (e.g., invoices, tracking numbers, packing lists) with distributors.
• Provide key reports to distributors on purchase orders (e.g., backorders and shipped orders).
• Track and manage pending items for each distributor, including pending orders, unresolved issues, and new projects.

Requirements:

• Education: Bachelor’s degree in Business Administration, Marketing, Public Relations, or related fields.
• Experience: Minimum of 3 years in customer service, customer experience, or technical support roles, preferably within the tech or electronic security sectors.
• Languages: Native Portuguese, fluent Spanish, and advanced English proficiency.
• Technical Knowledge: Familiarity with CRM systems, experience with customer satisfaction monitoring tools (e.g., NPS, CSAT), and basic data analysis skills.

Skills:

• Excellent verbal and written communication skills, with active listening and empathy.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and maintain composure under pressure.
• Proactivity and a results-oriented mindset.
• Collaborative attitude and strong team-working capabilities.

Desired Competencies:

• Customer Orientation: Commitment to customer satisfaction and building long-term relationships.
• Analytical Ability: Skill in interpreting customer experience data and proposing improvements based on insights.
• Adaptability: Ability to quickly adjust to changes in processes and policies.
• Creativity and Innovation: Proactive approach to developing new solutions that meet customer needs and enhance the overall experience.