Are you looking for new opportunities and want to work within the Sales, Customer Service, and IT team of a Global business supporting with our transformation role out?
Here at JELD-WEN Europe, a global organisation that produces and manufacturers Doors and Doorsets, we’re looking for a Salesforce Business Process Improvement Manager to join the team.
The successful candidate must be fluent in English and German but can be based anywhere in Europe. This is a remote role, but with travel to sites across Europe required (UK, Germany and France predominantly). Working within a growing cross functional team you will have the opportunity to be hands on with the latest Salesforce products.
Reporting to the Sales Operations Manager, you will be required to improve Sales Operations business processes across Europe through defining, documenting, and implementing an improvements program that delivers efficiency & effectiveness benefits to the customer service teams.
The role requires you to identify efficiency & adoption improvements of Salesforce, the rollout, maintenance, and support of the Telephony system integrated into Salesforce CRM, EDI process and adoption improvements and any other initiatives related to the European customer service transformation program.
You will have excellent knowledge of Salesforce, and experience in driving continuous improvement initiatives across multiple regions, ideally from within relevant industries. We offer this role on a permanent basis, working remotely, with a competitive salary, 25 days holiday, up to 7.5% pension, medicash health plan, salary sacrifice schemes and opportunities to gain experience and develop your career.
Gather business requirements, design call flow, integrate into Salesforce CRM and assist with the implementation of a new contact centre telephony system across Europe in conjunction with cross functional teams and external Telephony partner.
Support network of European telephony users and manage continuous improvement program to software solution & Salesforce integration.
Support the local teams with reporting and insights and agree European KPI’s to monitor and improve customer service.
Identify pain points preventing full automation & adoption, create & implement plan to address these and work with local teams to onboard new customers and optimise EDI usage across Europe.
Provide reporting and insights via dashboard into usage and adoption to aid business decisions and progress of the EDI adoption plan.
Support the Salesforce Product Owners with requirements gathering, UAT, launch communications & reporting for new org rollout and support with old org salesforce user requests.
Deliver other ad-hoc process improvement projects such as Online Customer Portal managing the process from end to end.
Ensure that all policies, standard operating procedures, and processes are documented, implemented, updated, and stored in our central document management system ‘Doorway’ in conjunction with local customer service managers.
Proven experience of Salesforce Service Cloud and strong understanding of Salesforce CRM functionalities, features, best practice, reporting, and dashboards.
Must be fluent in English and German, other languages such as French or Swedish would be beneficial but not essential.
Salesforce certifications, such as Salesforce Certified Administrator highly desirable.
Bachelor’s degree in information technology, Business, or a related field.
A strong background in driving continuous improvement initiatives, process development and improvement.
Excellent communication and interpersonal skills to manage a variety of stakeholders across the business.
Business acumen and wider business process understanding.
Ability to challenge and influence current ways of working and business processes.
Strong project management skills to ensure projects are kept on track.
Flexible to travel across Europe to various sites including UK, Germany and France.
We are passionate about doors and are one of the world's largest manufacturers in this field. If you want to join us, we provide an international environment, a high level of flexibility, great potential for personal development and the opportunity to work with strong brands".
We act with integrity, invest in people, inspire through innovation, deliver on our promises, and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.
JELD-WEN, founded in 1960, is a leading global manufacturer of doors and windows with over 18,000 employees worldwide. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminum windows and related products for use in the new construction and repair and remodeling of residential homes and non-residential buildings
Our products and services afford us the opportunity to enter peoples' workplaces, homes, and daily lives. JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.