Ops Specialist, AMXL Proactive Execution Team

About the Role

The AMXL Proactive Execution (APEx) team resolves complex customer problems related to buying, delivering, or installing Heavy-Bulky products. This role supports an operations team managing the end-to-end product and service experience for these products.

Key Responsibilities

• Take ownership of emerging issues impacting customers and business stakeholders, drive resolution, and recommend ways to prevent similar issues in the future.
• Proactively monitor and resolve delivery defects for both scheduled and non-scheduled deliveries.
• Provide timely, accurate, and professional customer service and contact resolution.
• Contact customers via phone to communicate solutions and updates on delivery issues.
• Demonstrate clear and polite written and oral communication skills in all interactions.
• Effectively use internal dashboards to provide accurate responses and an exceptional customer experience.
• Proactively escalate system and process issues, as well as customer feedback trends, to management.
• Act as the voice of the customer to challenge existing processes and advocate for an exceptional customer experience.
• Identify root causes of recurring issues and propose process improvement recommendations.
• Deliver results against defined quality and productivity metrics.
• Collaborate effectively with cross-functional teams to drive resolution and improve operations.
• Maintain a consistent analytical approach when assessing and prioritizing tasks.
• Adapt in a fast-paced, constantly changing environment.
• Work schedule flexibility, including weekends.

Requirements & Tech Stack

• Proficiency in English (speaking, writing, reading, listening).
• German & Italian (Preferred), or French in addition to English (speaking, writing, reading, listening).
• Microsoft Office or similar tools.
• Paragon/AC3 case and order management systems (Preferred).

Qualifications

• Bachelor's degree or above.
• Experience in customer service, operations, or a related field.
• Strong verbal and written communication skills.
• Ability to work a flexible schedule, including weekends.
• Demonstrated ability to work independently and manage competing priorities.
• Fast, clear, and independent thinker.
• Naturally curious about processes and how to improve them.
• Focused on Quality while delivering results through specific metric’s achievement.
• Developing tasks with a constant analytical mindset.
• Outstanding collaboration and professional skills.
• Demonstrate strong Ownership and Deliver Results skills.