Service Quality Specialist

Develop and implement robust quality strategies, establishing standards, policies and procedures to improve overall qualityInitiate and monitor quality controls, processes and procedures, emphasising continuous improvement through audits, inspections and testsSpearhead the implementation of an error-preventing organisational structure (APQP) to drive continuous improvementFoster close collaboration with cross-functional departments, including Product Development, Manufacturing, Procurement and Service, to ensure strict adherence to quality standards and effective resolution of quality issuesManage and develop teams of experienced quality professionals by providing training, coaching and professional development opportunitiesManagement of sales order into the ERP system, ensuring that products are delivered on time with the right quantity and quality and taking care about customer requirementsSupport of the Sales Manager and Sales team in preparing and managing the sales campaign, including management of the samples, set up of the show room, preparation of offers/commercial conditions, communication of availability list, processing of sales reporting/statisticsBe the main day to day contact for retailers– before and after sales – taking into account and managing their requests involving the correct people into the organization (logistics, credit management)Support in the coordination of structural renovation works and new store openings from a quality and safety perspectiveAssist in the procurement of furniture and the management to ensure that workplaces are prepared in timeSupport in the collaboration with internal departments and external service providerOrganize all activities related to safety courses in close collaboration with the Prevention and Protection Service Manager (RSPP)Help to manage and control maintenance work in all our locations and organize the collaboration with the various craftsman.Help to manage and resolve daily problems and provide support for themAssist in handling B2C customer inquiries via phone, email and other channelsSupportthe first level support for problems and general inquiries about companies, brands and productsBecome familiar with the entire process of our online shops (checkout, payment, delivery, returns and refunds)Support in the analysis of customer issues, questions and needsAssist with digital projects that directly connect with the end consumerBeing in charge of maintaining client relationships and ensuring the fulfillment of their needsProviding regular updates on service delivery and responding to client inquiries and concernsManaging service delivery budgets, ensuring that resources are allocated effectively and that costs are kept within budgetOverseeing the efforts of different teams to ensure that the services are delivered efficiently and on timeTracking and monitoring services performance, by defining and implementing key performance indicatorsIdentifying areas for improvement and implementing changes as required, to ensure the continued development and efficiency of the department based on industry and market trendsGuaranteeing compliance with service level agreements and that the services provided meet the required quality standardsBuilding and maintaining high-performing teams, providing guidance and coachingDefine the strategic and international direction, planning and development of global sourcing strategies to achieve business objectives and ensure sustainable value creationStrategic supplier selection, qualification and developmentIdentify and qualify new procurement sources in accordance with the agreed sourcing strategies to ensure long term competitiveness and supply capability, create optimal cost structures, reduce capital lock-up and Alpitronic's risk, including supplier performance and capacity assessmentEnsure the resilience of the supply chain (multi-sourcing, near-shoring, standardisation, diversification of the manufacturing network, etc.
)Optimise supply chain processes by implementing best practices to increase efficiency and productivity, minimise risk and improve supplier and product qualityDesign and negotiate domestic and international procurement contracts and supply agreements to ensure optimum cost, quality, availability, low capital commitment, flexibility and serviceOptimise material costs by actively participating in new product development and managing the purchasing activities associated with the initial stages of new product qualification and launchDevelop and implement key performance indicators for procurement to monitor the success of strategies and processes and ensure continuous improvementWork closely with internal stakeholders such as Sales, RD, Product Quality and other departments to ensure effective communication and alignment of sourcing and supply chain initiativesIdentify, assess and manage risks to ensure business continuity and complianceLead and develop teams of sourcing professionals to achieve high levels of performance and successful execution of the business strategyResponsible for ensuring compliance with regulatory, environmental and social standards in the supply chainSupport the order and clients data entry in the ERP systemHelp to verify correct pricing and manage price-settings for seasonal sales and promo productsAssist the first level support for issues and general requests about company, brand and productsSupport the order management regarding availabilities, order state, claimsHelp to process and manage the automatic replenishment systemHelp the deliveries and the logistic department as well as the administrative area for payment checkAssist in the analysis of customer pain-points, issues and needsHelp to plan and schedule all incoming and outgoing shipments - in line with company requirementsAssist in the preparation of timely import documentation (including customs authorization) for air and sea shipmentsSupport the interaction between warehouse and transportationHelp to monitor and coordinate daily inbound and outbound delivery activitiesSupport the process of goods returns, mistakes, and damagesAssist in the daily communication to all relevant departments in the particular warehouse, purchasing, and customer serviceDevelop and execute an IT vision, strategy and roadmap aligned with the business objectives of the companyImplement the most appropriate and effective IT organisational design to support and engage with the businessProvide a visionary leadership for the development and implementation of companywide IT initiativesDirect and plan enterprise-wide IT systems, with an emphasis on cost effectiveness, service quality and business developmentMaintain oversight of all IT projects, ensuring that commitments are properly monitored and reportedBe responsible for all aspects of the organisation's information technology and systems including data and security protectionEstablish and enforce IT policies, processes, development standards and disaster recovery and business continuity plansPrioritise and risk for enterprise-wide IT initiatives to maximize the return on investmentPrepare and monitor IT operational budgets that meet prevailing objectives and constraintsBuild and develop a highly qualified team of IT professionalsLead the IT team in effective execution, to foster an innovative and transparent cultureAdvise the management team on the relevant and emerging technologies and digital trendsLead the establishment of the structure and team that will drive customer experienceWork closely with various departments and customers to set up the right processes, communication, and routinesCentral point of contact for escalations (internal or key customers) and field notificationsLeading the escalations to customer satisfaction and apply insights for continuous improvementResponsible for reporting on service team performance and customer experience, both internally and to key customersSet up the required processes and mechanisms to follow up and trend the quality of our products / services and the perception of the customersDriving forward the necessary initiatives, projects and activitiesEvaluate, analyze and communicate systems requirements on a continuing basis and maintain systems processes, including the delivery of monthly status reports to all appropriate partiesConduct daily systems analytics to maximize effectiveness and troubleshoot problemsDevelop meaningful and lasting relationships with partners for optimized systems integration and respond to questions from managers and executives with supporting research and recommendationsDetermine and develop user requirements for systems in production, to ensure maximum usabilityAuthor and update internal and external documentation, and formally initiate and deliver requirements and documentationIdentify substandard systems processes through evaluation of real-time dataLead the technical business processes, by developing systems prototypes that promote increased efficiency and productivity on multiple levelsCreate and implement precise management plans for every project, with attention to transparent communication at all levelsPerform, evaluate and communicate thorough quality assurance at every stage of systems developmentSuccessfully completed a kitchen educationAt least two years of professional experience in the kitchen sector in the upscale hotel and gastronomy sectorExperience in all aspects of the kitchen as well as a responsible division of labourEntrepreneurial thinkingClean and organised way of workingStaff managementKnowledge of merchandise management and controlKnowledge of hygiene and HACCP guidelinesCreativity and flexibilityTeam player with strong communication skillsVery good product knowledgePositive attitude and motivationGood knowledge of German or Italian and EnglishAt least one year of professional experience in the kitchen area in the upscale hotel and catering industryExperience in several positions in the kitchen an advantageClean and organised way of workingBasic knowledge of staff managementKnowledge of merchandise management and controlKnowledge of hygiene and HACCP guidelinesCreativity and flexibilityTeam player with strong communication skillsVery good product knowledgePositive attitude and motivationGood knowledge of German and/or Italian and EnglishIdentify and assess opportunities for service improvementTranslate strategic priorities into actionable plans with appropriate scoping, resourcing, and adoption effortsDevelop and execute a transformation roadmap aligned with company strategic goalsOperate with a customer centric mindset, analyzing critical components of customer engagement for business solutions and improve customer experienceLead value stream optimization and ensure efficient and high-quality Kaizen events for continuous improvementFunctional lead for IT solutions related to services, as well as cross-functional collaboration with other teams to identify appropriate cost models and impacts, and to develop robust business cases to implement emerging technologies that support transformational objectivesLead change management strategies, collaborate with diverse teams, and lead a high-performing team to implement transformational strategies, ensuring people have the skills, tools, and talents required for their rolesPromote, facilitate and train the broader cross-functional teams to understand, embrace and use the various business management system toolsCoach, drive and lead lean behaviors, principles, and tools by partnering with the different business leadersDrive cultural transformation resulting in step-change in operational business metricsPartner with business leaders to increase the organization's Lean Problem Solving Culture #J-18808-Ljbffr