Customer Service Representative

Ladgov Corporation

Job Position: Customer Service Representative

Job Location: #3340 building , North Clay Kaserne (Flugplatz Erbenheim), 65205 Wiesbaden, Germany

Job Type: Full Time

Requirements:

The candidate shall EITHER have bachelor’s degree in business or human resources
The candidate shall have three (3) years of experience performing customer service program management in English, process improvement, and project management OR shall demonstrate six (6) years of experience relevant to performing customer service program management, process improvement, project management and analytics

Duties:

Customer Feedback Management (Voice of the Customer - VOC):

Support and manage the Interactive Customer Evaluation (ICE) program and the “Commander’s Hotline.”
Input all hardcopy customer comment cards into the ICE system
Generate weekly, monthly, quarterly, and annual ICE reports using PowerBI, ensuring 100% data accuracy
Conduct initial and annual refresher ICE training for new and existing ICE Site Service Provider Managers and supervisors, maintaining training materials and providing lists of trained personnel

Customer Service Area Standardization:

Implement the Service Culture Campaign by coordinating projects and ensuring offices and customer areas meet standardization requirements
Draft and submit a Standard Operating Procedure (SOP) for the Customer Service Area Standardization Initiative

Awards Program Support:

Coordinate with directorates, prepare award documentation, and facilitate monthly Customer Service Award Tours
Manage quarterly processes for USAG Wiesbaden Workforce Engagement Awards
Organize and facilitate quarterly "All Hands" events and other award presentations, including concept, script, slide deck submission, and After Action Report (AAR) delivery

Process Improvement:

Submit quarterly process improvement suggestions in a two-page information paper format
Develop, conduct, and analyze surveys to identify areas for process improvement, providing analysis results and suggested courses of action to the COR

Program and Project Documentation:

Draft and maintain comprehensive documentation, including Standard Operating Procedures (SOPs), Progress Reports, briefings, information papers, and all required Government forms, utilizing Microsoft 365 and other provided software

Program and Project Supplies Management:

Conduct bi-annual inventory of program and project supplies
Submit supply order requests, including proposed quantities, detailed descriptions, estimated prices, and sources

Meetings, Conferences, and Briefings:

Facilitate and participate in meetings with Government representatives to coordinate program and project status and performance
Schedule and arrange meetings, conduct research for requested information, and compile and proof reports and studies