Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally
Develop a culture in line with International Operations Vision to make every customer touch point brilliant
Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans
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Provide first and second tier support for operations systems (primarily AIMS, SITA and Navtech).
Deliver operational data and insights to all stakeholders utilizing Tableau dashboards and BigQuery.
Report any identified system issues to the vendors through bug documents. The issue needs to be clearly identified including replication steps and screenshots to add detail. Priority to be determined and agreed. Track the bug until a patch for the issue is received, tested and implemented in production.
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Accurately process and enter orders, including those requiring special handling or cases where order entry by external vendors is not feasible. This includes digital order entry utilizing OCR technology.
Manage end‑to‑end order processing—order intake, validation, modification, fulfillment, and closure—across Sales, Returns, Samples, Demos, and Equipment orders.
Proactively manage backorder scenarios by coordinating timely and clear communications with customers and the sales team.
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Evaluate complex enquiries and provide technical assistance on product sizing, application, and system solutions, ensuring compliance with technical and commercial specifications
Interpret engineering drawings, schematic diagrams, and project specifications to evaluate technical requirement and recommended compliant product & system solutions
Deliver high-quality customer support across telephony, email, chat, and digital channels while meeting established Service Level Agreements
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Deliver Level 1 and Level 2 technical resolutions for enterprise applications (ERP, CRM, SCM) to sustain continuous system availability and functional reliability.
Investigate and resolve application incidents and change requests to expedite service restoration and implement authorized system modifications.
Conduct targeted system training sessions for end-users to accelerate platform adoption and mandate strict business process compliance.
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First-level technical & customer support : Serve as the main point of contact via calls, email, and chat to handle product inquiries, basic troubleshooting, and usage guidance.
Technical troubleshooting & escalation : Handles initial diagnosis of product-related issues (e.g. performance, installation, or functionality concerns) and provides solutions or escalates to higher level or engineers when required.
Order management & backlog monitoring : Manage customer orders end-to-end, monitor order backlog, and ensure timely processing and delivery based on requested schedules.
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Accurately process and enter orders, including those requiring special handling or cases where order entry by external vendors is not feasible. This includes digital order entry utilizing OCR technology.
Manage end‑to‑end order processing—order intake, validation, modification, fulfillment, and closure—across Sales, Returns, Samples, Demos, and Equipment orders.
Proactively manage backorder scenarios by coordinating timely and clear communications with customers and the sales team.
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We are looking for a Project Coordinator to support the planning, coordination, and delivery of IT infrastructure projects. The role works closely with Project Managers, Technical Teams, Account Managers, vendors, partners, and customers to ensure projects are tracked, documented, and delivered smoothly from initiation through handover.
KEY RESPONSIBILITIES:
Coordinate and track project activities, schedules, milestones, and deliverables.
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We are looking for a Project Coordinator to support the planning, coordination, and delivery of IT infrastructure projects. The role works closely with Project Managers, Technical Teams, Account Managers, vendors, partners, and customers to ensure projects are tracked, documented, and delivered smoothly from initiation through handover.
KEY RESPONSIBILITIES:
Coordinate and track project activities, schedules, milestones, and deliverables.
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As part of your trainee program, you will be assigned to IT functions at Evonik Industries AG and get to know the spectrum from Digitalization Strategy, Demand IT, IT Products and Delivery IT to Data & Analytics.
You will also have involvement in topics such as Cyber Security, Cloud, Supply Chain Operations.
You will gain an insight into the operational business and get to know the strategic side of our IT
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