CRM CUSTOMER SERVICE AND ORDERING SUPPORT OFFICER – PWC

On behalf of our client, ELPEDISON, we are looking to recruit a CRM Customer Service and Ordering Support Officer.

The company

ELPEDISON, the 1st independent Energy Producer in Greece and one of the biggest, most reliable, and friendly Alternative Electricity and Natural Gas Suppliers, has emerged from the collaboration between two Energy Groups: – Hellenic Petroleum, one of the largest commercial and industrial energy Groups in Greece and South-Eastern Europe, and – Edison, the longest-running energy company in Europe and the largest private energy company in Italy. Thanks to the knowledge and the experience that we have inherited from our parent companies, we aspire to always be a leading company in our sector, playing a significant role in power generation while offering high-quality and innovative energy products and services with stability and consistency.

ELPEDISON, with its two privately-owned power plants in Thisvi (Voiotia )and Thessaloniki, with a total installed capacity of 820 MW, uses natural gas as fuel and ensures a clean and continuous electricity flow, based on a highly environmentally-friendly power generation process.

The position

The CRM Customer Service and Ordering Support Officer organizes supports, maintains, updates, and expands the CRM system platform Customer service and Ordering processes according to the evolving business needs of the commercial division. The role includes: deliverable analysis and definition, presenting internally all requirements though presentation and specialized sessions, preparation of CRs, supporting the development process, sign-off and bug-handling of the deliverable, organizing user training and ensuring/supporting go-live functionality. The CRM Customer service and Ordering support officer will support all Customer Care channels (External, Internal, Shops etc), retention and loyalty projects, Customer Operation campaigns, ordering related needs, Training and CRM reporting needs. The role will require close cooperation with the IT department and will be closely supported by the CRM Manager.

Main Duties / Responsibilities

• Receive business system requests from the Customer Operations department and record in a clear, organized and formal manner the requested deliverable
• Assess other sections and/or departments of possible effects on their business routine and update them accordingly
• Formally prepare proposals and receive authorization to launch CRM business projects and/or submit system change requests (CRs) and communicate the deliverable internally to IT while ensuring its fulfillment.
• Support the needs of Customer Care Channels, retention, and loyalty projects, ordering process needs as well as Customer operations campaign tools.
• Ensure the “go live” of the process, proceed to early UAT tests and organize them with the respective Key Users upon identification
• Support all customer service and ordering -related reporting needs in relation to the available systems (CRM, Data Warehouse, etc.) by coordinating their setup
• Search for optimal solutions to problems facing the commercial division through the CRM system and possible add-ons
• Prepare and coordinate the first-level business training of all internal and external parties and coordinate all Sales Support IT related CRs, UAT and trainings