Customer Experience Specialist, South Asia

Cochlear is the global market leader in implant hearing solutions. Cochlears mission is to help people hear and be heard. Around the world more people chose a Cochlear-branded hearing implant system than any other. A Cochlear Implant is an electronic device that is surgically implanted under the skin near the ear that restores hearing to those who suffer from severe hearing loss. Its an incredible piece of engineering and the only product in the world that restores a sense through technology. Imagine using your experience to help people around the world to hear again. Our mission is to help more people to hear.

The Customer Experience Specialist will play a pivotal role in enhancing the overall service experience for our patients and healthcare professionals across South Asia. This position is designed to ensure that our operational processes are not only efficient but also aligned with our commitment to delivering exceptional customer service.

The primary focus will be on:

1. Customer-Centric Operations: Develop and implement strategies that prioritize the needs of our patients and professionals ensuring that every touchpoint reflects our dedication to quality care and support.

2. Process Improvement: Analyze existing operational workflows to identify areas for enhancement. Leverage data-driven insights to streamline processes reduce costs and improve service delivery efficiency.

3. Cross-Functional Collaboration: Work closely with internal teamsOperations Finance Logistics and Marketingas well as external partners including sales teams and service providers. Foster strong communication and collaboration to align goals and optimize the customer journey.

4. Service Excellence: Drive initiatives that elevate the service experience for our customers. This includes refining the order-to-cash process enhancing service and warranty support and introducing innovative service ideas that empower our sales teams and resonate with our end customers.

5. Continuous Improvement Mindset: Cultivate a culture of continuous improvement by encouraging feedback measuring performance and implementing best practices. Stay abreast of industry trends and best-in-class service models to ensure we remain competitive and customer-focused.

In summary the Customer Experience Specialist will be instrumental in shaping a service-oriented operational framework that not only meets but exceeds the expectations of our diverse stakeholders ultimately contributing to the success and growth of our organization in South Asia.

Accountabilities

Accountability 1: Optimize the end-to-end operations of warehouse

Conduct thorough assessments of existing warehouse operations to identify pain points and inefficiencies. Develop a roadmap for process enhancements focused on imports and inventory management leveraging best practices and insights gained.

Establish clear performance metrics for supply chain vendors including delivery timeliness accuracy and service responsiveness. Implement a structured vendor evaluation process that includes regular performance reviews compliance checks and feedback mechanisms to inform selection and contract renewals.

Conduct a comprehensive analysis of inward and outward freight costs associated with CIN identifying key drivers and areas for potential savings. Develop strategies that optimize freight operations such as consolidating shipments and negotiating better rates with carriers.

Lead and manage both short-term and long-term process improvement initiatives focusing on tangible outcomes. Provide training to team members on new processes tools and best practices to ensure successful implementation and sustainability of improvements.

Accountability 2: Optimize the end-to-end operations of customer service

Work closely with the CS team to co-develop and implement process improvement initiatives that enhance efficiency.

Identify and implement strategies to streamline service and repair processes reducing turnaround times and increasing customer satisfaction.

Develop and implement monitoring systems to track warranty costs identifying trends and areas for potential savings.

Implement tracking mechanisms for FOC issuance to analyze trends and identify any anomalies enabling proactive management.

Conduct periodic reviews of performance data to assess the impact of process improvements and adjust strategies as needed.

Team Role

Manager of people:

Team Role (Manager of outsourced employees):

Relentlessly seeks shares and adopts ideas and best practices in and outside the Company and embraces change introduced by others

Develops new insights into solutions that result in organizational improvements; promotes a work environment that fosters creative thinking innovation and rational risk-taking

Follow relevant quality procedures in order to deliver quality products and services and identify and support the implementation of continuous improvement. Undertake additional quality responsibilities (e.g. audit) when appropriately trained to undertake these responsibilities.

Contribute ideas on systems and process methods to improve deliverables.

Demonstrate active involvement in the implementation and improvement of relevant quality procedures.

Attract develop and retain the best team to deliver Cochlears current and future business objectives for example by:

o Ensuring clarity of expectations for individuals and team

o Providing regular feedback on performance

o Providing coaching for growth and success to build individual and team capability

Demonstrate due diligence commitment to workplace health and safety through active involvement and implementation of Cochlears WHS and Injury management procedures.

Minimum Key Incumbent Requirements

Required Skills:

• Qualifications : B.E/
• Experience: 6-8yrs experience in a corporate environment in Operations/Process Improvement
• Customer focus
• Teamwork and Cooperation
• Knowledge of Process Improvement methodologies and tools- Lean Six Sigma Kaizen etc. and/or Project management

Desired Skills

Key competencies required:

• Exceptional written and verbal communication skills
• Ability to effectively work under tight deadlines and manage multiple projects independently
• Adept at negotiation and persuasion
• Strong organization & time-management skills experience in managing creatively-led projects
• Successful working in a team or working independently as self starter who uses initiative and is willing to assist with problem solving flexible & patient pro-active & motivated
• Drive for continuous improvement
• Ability to understand insights from data and action them Broad knowledge of company structure processes values and strategic direction.
• Provide a high level of professional advice influencing and persuading internal and external contacts.

Ideal:

• Working with Oracle
• MBA in operations
• Experience within the medical devices industry will be highly regarded

Cochlears mission is to help people hear and be heard. As the global leader in implantable hearing solutions Cochlear is dedicated to helping people with moderate to profound hearing loss experience a life full of hearing. We aim to give people the best lifelong hearing experience and access to innovative future technologies. We collaborate with the industrys best clinical research and support networks. Thats why more people choose Cochlear than any other hearing implant company. Learn and grow with us as we tackle the most complex challenges in helping more people to hear and experience lifes opportunities.

If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear please start your application by clicking the apply button below.

#CochlearCareers

How we recognise your contribution

We want Cochlear to be a place where our people truly enjoy coming to work. Through our internal programs and employee benefits we aim to create an environment where our people will feel value and supported. Whether your focus is on continuous learning professional development or simply finding an environment which enables you to thrive whilst balancing family or personal life commitments then we have several programs in place to support you.

At Cochlear we value and welcome the unique contributions perspectives experiences and backgrounds of our employees and aim to build a culture that celebrates and leverages these differences creating a sense of belonging and enabling our people to realise their full potential.