Service Quality Specialist (M/F/D)

Develop and implement robust quality strategies, establishing standards, policies and procedures to improve overall quality Initiate and monitor quality controls, processes and procedures, emphasising continuous improvement through audits, inspections and tests Spearhead the implementation of an error-preventing organisational structure (APQP) to drive continuous improvement Foster 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 issues Manage and develop teams of experienced quality professionals by providing training, coaching and professional development opportunities Management 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 requirements Support 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/statistics Be 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 perspective Assist in the procurement of furniture and the management to ensure that workplaces are prepared in time Support in the collaboration with internal departments and external service provider Organize 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 them Assist in handling B2C customer inquiries via phone, email and other channels Supportthe first level support for problems and general inquiries about companies, brands and products Become familiar with the entire process of our online shops (checkout, payment, delivery, returns and refunds) Support in the analysis of customer issues, questions and needs Assist with digital projects that directly connect with the end consumer Being in charge of maintaining client relationships and ensuring the fulfillment of their needs Providing regular updates on service delivery and responding to client inquiries and concerns Managing service delivery budgets, ensuring that resources are allocated effectively and that costs are kept within budget Overseeing the efforts of different teams to ensure that the services are delivered efficiently and on time Tracking and monitoring services performance, by defining and implementing key performance indicators Identifying areas for improvement and implementing changes as required, to ensure the continued development and efficiency of the department based on industry and market trends Guaranteeing compliance with service level agreements and that the services provided meet the required quality standards Building and maintaining high-performing teams, providing guidance and coaching Define the strategic and international direction, planning and development of global sourcing strategies to achieve business objectives and ensure sustainable value creation Strategic supplier selection, qualification and development Identify 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 assessment Ensure 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 quality Design and negotiate domestic and international procurement contracts and supply agreements to ensure optimum cost, quality, availability, low capital commitment, flexibility and service Optimise material costs by actively participating in new product development and managing the purchasing activities associated with the initial stages of new product qualification and launch Develop and implement key performance indicators for procurement to monitor the success of strategies and processes and ensure continuous improvement Work closely with internal stakeholders such as Sales, R&D, Product Quality and other departments to ensure effective communication and alignment of sourcing and supply chain initiatives Identify, assess and manage risks to ensure business continuity and compliance Lead and develop teams of sourcing professionals to achieve high levels of performance and successful execution of the business strategy Responsible for ensuring compliance with regulatory, environmental and social standards in the supply chain Support the order and clients data entry in the ERP system Help to verify correct pricing and manage price-settings for seasonal sales and promo products Assist the first level support for issues and general requests about company, brand and products Support the order management regarding availabilities, order state, claims Help to process and manage the automatic replenishment system Help the deliveries and the logistic department as well as the administrative area for payment check Assist in the analysis of customer pain-points, issues and needs Help to plan and schedule all incoming and outgoing shipments - in line with company requirements Assist in the preparation of timely import documentation (including customs authorization) for air and sea shipments Support the interaction between warehouse and transportation Help to monitor and coordinate daily inbound and outbound delivery activities Support the process of goods returns, mistakes, and damages Assist in the daily communication to all relevant departments in the particular warehouse, purchasing, and customer service Develop and execute an IT vision, strategy and roadmap aligned with the business objectives of the company Implement the most appropriate and effective IT organisational design to support and engage with the business Provide a visionary leadership for the development and implementation of companywide IT initiatives Direct and plan enterprise-wide IT systems, with an emphasis on cost effectiveness, service quality and business development Maintain oversight of all IT projects, ensuring that commitments are properly monitored and reported Be responsible for all aspects of the organisation's information technology and systems including data and security protection Establish and enforce IT policies, processes, development standards and disaster recovery and business continuity plans Prioritise and risk for enterprise-wide IT initiatives to maximize the return on investment Prepare and monitor IT operational budgets that meet prevailing objectives and constraints Build and develop a highly qualified team of IT professionals Lead the IT team in effective execution, to foster an innovative and transparent culture Advise the management team on the relevant and emerging technologies and digital trends Lead the establishment of the structure and team that will drive customer experience Work closely with various departments and customers to set up the right processes, communication, and routines Central point of contact for escalations (internal or key customers) and field notifications Leading the escalations to customer satisfaction and apply insights for continuous improvement Responsible for reporting on service team performance and customer experience, both internally and to key customers Set up the required processes and mechanisms to follow up and trend the quality of our products / services and the perception of the customers Driving forward the necessary initiatives, projects and activities Evaluate, analyze and communicate systems requirements on a continuing basis and maintain systems processes, including the delivery of monthly status reports to all appropriate parties Conduct daily systems analytics to maximize effectiveness and troubleshoot problems Develop meaningful and lasting relationships with partners for optimized systems integration and respond to questions from managers and executives with supporting research and recommendations Determine and develop user requirements for systems in production, to ensure maximum usability Author and update internal and external documentation, and formally initiate and deliver requirements and documentation Identify substandard systems processes through evaluation of real-time data Lead the technical business processes, by developing systems prototypes that promote increased efficiency and productivity on multiple levels Create and implement precise management plans for every project, with attention to transparent communication at all levels Perform, evaluate and communicate thorough quality assurance at every stage of systems development Successfully completed a kitchen education At least two years of professional experience in the kitchen sector in the upscale hotel and gastronomy sector Experience in all aspects of the kitchen as well as a responsible division of labour Entrepreneurial thinking Clean and organised way of working Staff management Knowledge of merchandise management and control Knowledge of hygiene and HACCP guidelines Creativity and flexibility Team player with strong communication skills Very good product knowledge Positive attitude and motivation Good knowledge of German or Italian and English At least one year of professional experience in the kitchen area in the upscale hotel and catering industry Experience in several positions in the kitchen an advantage Clean and organised way of working Basic knowledge of staff management Knowledge of merchandise management and control Knowledge of hygiene and HACCP guidelines Creativity and flexibility Team player with strong communication skills Very good product knowledge Positive attitude and motivation Good knowledge of German and/or Italian and English Identify and assess opportunities for service improvement Translate strategic priorities into actionable plans with appropriate scoping, resourcing, and adoption efforts Develop and execute a transformation roadmap aligned with company strategic goals Operate with a customer centric mindset, analyzing critical components of customer engagement for business solutions and improve customer experience Lead value stream optimization and ensure efficient and high-quality Kaizen events for continuous improvement Functional 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 objectives Lead 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 roles Promote, facilitate and train the broader cross-functional teams to understand, embrace and use the various business management system tools Coach, drive and lead lean behaviors, principles, and tools by partnering with the different business leaders Drive cultural transformation resulting in step-change in operational business metrics Partner with business leaders to increase the organization's Lean Problem Solving Culture #J-18808-Ljbffr