Delivery expert - Fleet management- Global Online Experience

Who we are 
At Volvo Cars, our vision is clear: "To be the world's most progressive and desired premium car brand”. We believe our global success will be driven by making life less complicated for people while strengthening our commitment to safety, quality, and the environment. We have bold targets when it comes to innovation, sales, and customer satisfaction and to make this happen, we need talented people on board. People with passion, energy, and a commitment to customer satisfaction. People that want to help Volvo revolutionize the industry, by offering subscription services that take all the hassle out of car ownership. We will support you to reach your full potential. Join us on this exciting journey into the future. Our business unit is Global Online Experience and we are scaling up and strengthening the operations team within fleet management with you who will further the area of Online Order to Delivery.

Your dedicated colleagues are waiting for you to join the team, so you can focus on striving to improve the current operations as well as prepare for new launches of markets and products. For this role, the responsibilities cover the areas within Online Order to Delivery. We are curious and service-minded, aim to be open and humble in how we approach new areas. We are always looking for ways to improve and are not afraid of challenges. Having fun at work is something we value a lot, as well as the importance of enabling people to recharge and balance work/life in a sustainable manner.  Sounds interesting? We can’t wait to meet you!

Your mission

You will cover our existing live markets in EMEA (Germany, Netherlands, Norway, Sweden & UK) and be part of launching new markets.  As a Delivery Expert within the Order to Delivery team, you will be a superuser of the systems and an expert in the process to solve complex cases and issues.  You will work with improving, developing, and reviewing our current processes and have a strong digital habit. On our Order to Delivery Roadmap, you will capture new business needs, do initial assessments, and create process concepts. You will also develop training material and deliver training sessions to our operations hubs and customer relationship centers, as well as provide continuous support. 

You have a strong business sense and will develop operation teams and support our care center agents on newly released features. You will thrive together with product teams, operation hubs, and local market representatives to design processes and solutions for optimized handling of both our customers and vehicles. You ensure that the operational teams who manage the orders throughout the Order process, have the right knowledge and working processes in place and get the support they need to perform. To be successful there is a need to have a good understanding of our consumer journeys and the desired consumer experience. It is at the same time crucial to be on top of our vehicle and agent journeys so that solutions are optimized from both a customer and agent perspective, as well as vehicle and retailer partner perspective. 

Who you are
Personality plays a big part in this role. We are looking for you who are passionate and knowledgeable about customer experience and process design. You have an agile way of working, are approachable, and able to reach out to new people to build networks and can influence people and situations. As a person, you get things done and go out of your way to achieve this. You are insightful, empathetic, and constantly come back to the question of why. You are both detail-oriented while having a holistic view of things to make sure things fit together. You feel comfortable navigating and understanding the complex system landscape which is highly valued. 

By nature, you are curious, analytical, and proactively think out of the box to improve our processes and tools. You are a collaborator and can build strong relationships with colleagues with the aim of understanding obstacles and improving ways of working. You have experience within the fleet operations area with experience in leading process improvement projects. You have a good understanding of delivering customer value which is at the center of your activities. With a hands-on approach, you are not afraid of stepping up to responsibilities and know how to evaluate different perspectives and create a base for decision making. You are an outgoing person eager to get to quickly build your network within the organization. You are IT literate and have knowledge of Salesforce, Miles, and SAP. Also, having experience working with customer support or developing solutions for customer relationship centers is beneficial. You have a university degree or similar and are fluent in English, verbal and written.

Location
HQ Gothenburg or Stockholm 

Contact & Application
Please apply via the link provided before the 19th of November 2021. Applications and CVs will not be accepted via email. In this process, we work with continuous selection. If you have any questions regarding the position you are welcome to contact Head of Fleet Operations, Henrik Wibom, at henrik.wibom@volvocars.com and for questions regarding the recruitment process, please contact, Senior Recruiter Happy Andira, at happy.andira@volvocars.com.