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Edvwerke
Salesforce Case Management Efficiency Consultant EDV WERKE AG Building on experience, results andEdvwerke • Milano, Italy
Salesforce Case Management Efficiency Consultant EDV WERKE AG Building on experience, results and

Salesforce Case Management Efficiency Consultant EDV WERKE AG Building on experience, results and

Edvwerke • Milano, Italy
5 giorni fa
Descrizione dell’offerta di lavoro

EDV Werke is looking for a Salesforce Case Management Efficiency Consultant.

Di seguito, troverà un'analisi completa di tutti i requisiti per i potenziali candidati e le istruzioni su come candidarsi. In bocca al lupo!
Working Model: On-site – Milan, Italy
Form of cooperation: B2B Contract
Tasks:


  • Workflow Analysis & Assessment – Observe and document customer service workflows across CRM case management, email, and voice channels to identify inefficiencies and operational friction.
  • Process & System Mapping – Map current processes, system interactions, integration points, and agent activities to identify unnecessary steps, system switching, and additional workload.
  • Diagnostic Evaluation – Assess adoption levels, training effectiveness, technology gaps, existing automations, and integration issues while distinguishing quick wins from structural improvements.
  • Optimization Recommendations – Propose process, technology, integration, training, and adoption improvements while identifying opportunities to increase productivity and streamline customer service operations.
  • Productivity & Scalability Analysis – Quantify potential productivity gains, assess implementation feasibility, and evaluate whether proposed improvements can be scaled effectively across multiple markets.
  • Stakeholder Engagement & Reporting – Work directly with customer service teams and leadership on-site, present findings and recommendations, and provide insights supporting future transformation initiatives.


Must-Have Skills:


  • Process Optimization Experience – Proven experience in business process optimization, operational efficiency, or systems consulting, with a strong focus on identifying and reducing operational friction.
  • Customer Service Operations – Hands-on experience in back-office customer service environments, with practical understanding of agent workflows and day-to-day operational challenges.
  • CRM & Case Management Knowledge – Familiarity with CRM platforms, case management systems, or related customer service solutions and their role in supporting operational processes.
  • Italian Language Skills – Fluent Italian language skills, enabling effective on-site communication with customer service teams and stakeholders in the local environment.
  • Analytical & Workflow Skills – Strong ability to observe, document, analyze, and synthesize complex operational workflows into clear, actionable improvement opportunities.
  • Communication & Consulting Skills – Excellent written and verbal communication skills, with the ability to present findings, recommendations, and business impacts clearly to leadership and operational stakeholders.


Nice-to-have Skills:


  • ERP Integration Experience – Experience with SAP or other ERP integrations and understanding of how enterprise systems can affect customer service workflows.
  • Customer Service Transformation – Previous experience delivering customer service transformation, workflow optimization, or operational efficiency improvement initiatives.
  • Italian Market Knowledge – Knowledge of the Italian business environment and customer service practices, including local operational considerations.
  • Automation & AI Experience – Experience with customer service automation, AI agents, voice or email automation, or technologies such as VBA-based solutions.
  • Conversational AI Platforms – Experience with Parloa or comparable conversational AI and customer service automation platforms.


Benefits:


  • Competitive salary with performance-based bonuses.
  • Opportunities for professional development and advancement. xysqume
  • Dynamic and collaborative work environment.


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Salesforce Case Management Efficiency Consultant EDV WERKE AG Building on experience, results and commitment. • Milano, Italy

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