On - Global Customer Service Projects Specialist - Zürich

Team for Career Site

Ecommerce

In short

We are excited to offer a full time role in the Global Customer Service team to an entrepreneurial member who is solution oriented and passionate about Customer Service systems, automation, coordination, planning, process mapping and document management.
In this hands-on position, you will have a holistic overview of the processes, identify the recurring issues in each region, think outside the box and come up with solutions on how to drive improvements that would resolve issues globally. You are tech-savvy with strong Salesforce expertise, passionate about Customer Service, and you are someone who sees the bigger picture without losing sight of details.

You know the On customer well and will be the center point between Customer Service, and the other departments at On, for example our IT team. Likewise, you will help build an amazing On journey for our customers while streamlining internal processes and driving improvements.

Your mission

– Identify the root causes of customer service issues and leverage AI/automation tools to propose and execute solutions within Salesforce (and other tools) that enhance the performance, efficiency, and overall satisfaction of the customer service teams.
– Identify areas and tasks for automations & AI in order to reduce manual workload.
– Analyze the overall ease of doing business for our customers. Conduct user shadowing and building business cases for feature implementation in Salesforce. Oversee all aspects of projects. Set deadlines, assign responsibilities, monitor, and report on their progress in Asana.
– Structure, prioritize and create a holistic picture of recurring issues. Provide regular feedback to the CS team about the status update.
– You will be heavily involved in the Salesforce testing environment to ensure that all risks have been assessed to avoid any challenges while the improvement initiative is in production.
– Support building and test AI-driven automations in Salesforce and telephony (Talkdesk) to ensure smooth operation and risk mitigation.
– Develop and maintain trustworthy professional relationships with key stakeholders to ensure optimal level of dedication and customer satisfaction with projects.
– Analyse the customer data and operational processes, establish escalation procedures, document management and oversee training needs assessments to identify opportunities for service delivery improvements.
– Make sure that existing solutions and automations from the main markets are also implemented in the APAC and Rest of the World regions.
– Oversees all customer facing templates, drive standardization, harmonization and ensure that they mirror the On Voice.

Your story

– 5 years of professional experience in customer-related or project management roles, preferably with experience in DTC/e-commerce business, IT, or retail, with a strong preference for experience in AI and automation integration.
– Advanced technical and user knowledge of CRM systems like Salesforce, ERP, Jira, and Asana, with hands-on experience implementing AI / automation solutions.
– Prior experience in managing and/or leading projects, with an ability to think quickly, remain detail-oriented, and handle multiple tasks effectively.
– Customer-first mindset, hands-on approach as well as data-driven and analytical.
– A team player with an entrepreneurial mindset who thrives when being challenged.
– Great organisational skills while maintaining a sense of urgency and the ability to prioritise under pressure.
– Fluent in English, additional language is a plus.
– Excellent interpersonal and presentation skills with a focus on relationship building, listening, and questioning. Able to describe complex processes and technical solutions in a simple and comprehensive way.

Bonus:
– Experience in understanding user journeys and enhancing user interface, with focus on improving user experience and user-friendliness of a system.

Meet the team

At On, delivering happiness is not just a word, but it’s a mission. Join us in this entrepreneurial environment and be part of an ambitious team motivated to bring creativity and innovation in their work. You will work with a core team in the HQ Zurich and interact daily with our global Customer Service (CS) teams in Europe, US, Australia, Brazil and Japan.