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Senior Customer Service Project Coordinator
Il y a 3 mois
Senior Customer Service Project Coordinator
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About Geopost
Geopost stands as a prominent player in the parcel delivery sector and e-commerce solutions across Europe, operating in over 50 nations worldwide through a network of specialized delivery brands, including DPD, Chronopost, SEUR, BRT, Speedy, and Jadlog. With a focus on industry-specific expertise, Geopost is advancing the development of Out-Of-Home delivery services through Pickup, the most extensive parcel shop and locker network in Europe, while also expanding temperature-controlled solutions for the food and healthcare sectors. In a rapidly evolving landscape, Geopost is committed to exploring new e-commerce avenues with ESW via Asendia, epicery, and more.
With a workforce of 57,000, Geopost aims to enhance convenience, profitability, and sustainability for its clients and communities. The company is dedicated to becoming a global benchmark in sustainable delivery, being the first international delivery firm to have its roadmap to Net Zero by 2040 validated by the Science Based Targets initiative (SBTi).
Geopost is affiliated with the French Association of Diversity Managers (AFMD) and has signed the Diversity Charter.
As part of the La Poste group, Geopost achieved a revenue of €15.7 billion and successfully delivered 2.1 billion parcels globally.
We are seeking a Senior Customer Service Project Coordinator for our headquarters.
Role Overview
We are in search of a skilled and dynamic Customer Service (CS) Project Coordinator to enhance the experience of our customers and agents. The ideal candidate will be tasked with identifying, planning, and executing projects aimed at improving CS operational efficiency and effectiveness throughout the organization. This position requires a strategic mindset, robust project management capabilities, and a commitment to driving transformative change.
As a Project Coordinator, you will engage in a variety of projects, collaborating with diverse teams and stakeholders in an international environment.
Your contributions will be vital in shaping the Group Customer Service strategy and in fostering value creation by ensuring projects are completed with efficiency and precision.
Key Responsibilities
- Gather and assess the needs and expectations of Business Units (BUs) to pinpoint areas for enhancement, develop project plans, and lead cross-functional teams in executing initiatives that improve CS operational processes.
- Conduct thorough analyses of existing processes to uncover inefficiencies, bottlenecks, and potential improvements.
- Design and implement strategies that optimize operations, lower costs, and elevate quality and customer satisfaction.
- Organize project meetings, including scheduling, preparing agendas, and documenting minutes.
- Monitor project progress, ensuring adherence to timelines and budgets, while providing regular updates to senior management and stakeholders.
- Collaborate closely with various departments to ensure alignment and support for ongoing improvement initiatives.
- Establish key performance indicators (KPIs) to evaluate the success of improvement projects and ensure the sustainability of changes.
- Assist the CS Team by applying standardized project methodologies in line with Group guidelines.
- Contribute to lessons learned sessions and knowledge-sharing initiatives.
- Occasional travel within Europe may be required.
Your Qualifications
- Strong organizational and multitasking abilities, with a knack for prioritizing and managing multiple responsibilities effectively.
- Analytical mindset capable of interpreting complex data and translating it into actionable insights.
- Proficient communication skills in English and French, with strong interpersonal abilities, both written and verbal.
- Self-motivated and inquisitive, with a quick learning ability and a continuous improvement mindset.
- Detail-oriented, emphasizing accuracy and quality.
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing issues.
- Collaborative team player, adept at working effectively with diverse stakeholders and cultures.
- Minimum of 5 years of experience in project management.
- Proven success in managing development and deployment projects within a customer service context and in an international setting.
