Ladgov Corporation
Customer Service Representative
Wiesbaden, Germany - Full Time
Job Position: Customer Service Representative
Job Location: #3340 building , North Clay Kaserne (Flugplatz Erbenheim), 65205 Wiesbaden, Germany
Job Type: Full Time
Requirements:
Customer Feedback Management (Voice of the Customer - VOC):
Job Location: #3340 building , North Clay Kaserne (Flugplatz Erbenheim), 65205 Wiesbaden, Germany
Job Type: Full Time
Requirements:
- The candidate shall EITHER have bachelor’s degree in business or human resources.
- The candidate shall have three (3) years of experience performing customer service program management in English, process improvement, and project management OR shall demonstrate six (6) years of experience relevant to performing customer service program management, process improvement, project management and analytics.
Customer Feedback Management (Voice of the Customer - VOC):
- Support and manage the Interactive Customer Evaluation (ICE) program and the “Commander’s Hotline.”
- Input all hardcopy customer comment cards into the ICE system.
- Generate weekly, monthly, quarterly, and annual ICE reports using PowerBI, ensuring 100% data accuracy.
- Conduct initial and annual refresher ICE training for new and existing ICE Site Service Provider Managers and supervisors, maintaining training materials and providing lists of trained personnel.
- Implement the Service Culture Campaign by coordinating projects and ensuring offices and customer areas meet standardization requirements.
- Draft and submit a Standard Operating Procedure (SOP) for the Customer Service Area Standardization Initiative.
- Coordinate with directorates, prepare award documentation, and facilitate monthly Customer Service Award Tours.
- Manage quarterly processes for USAG Wiesbaden Workforce Engagement Awards.
- Organize and facilitate quarterly "All Hands" events and other award presentations, including concept, script, slide deck submission, and After Action Report (AAR) delivery.
- Submit quarterly process improvement suggestions in a two-page information paper format.
- Develop, conduct, and analyze surveys to identify areas for process improvement, providing analysis results and suggested courses of action to the COR.
- Draft and maintain comprehensive documentation, including Standard Operating Procedures (SOPs), Progress Reports, briefings, information papers, and all required Government forms, utilizing Microsoft 365 and other provided software.
- Conduct bi-annual inventory of program and project supplies.
- Submit supply order requests, including proposed quantities, detailed descriptions, estimated prices, and sources.
- Facilitate and participate in meetings with Government representatives to coordinate program and project status and performance.
- Schedule and arrange meetings, conduct research for requested information, and compile and proof reports and studies.
