Job Description
Join our
Commercial Customer Experience team in Gdansk and be responsible for developing our customer care platform central to delivering our quality promises to customers. You will make sure that our commercial organisation is empowered to deliver the best customer service and manage customer relationships optimally. You will be working on an exciting product road map and will be a key part in shaping the features of our CRM product portfolio.
Responsibilities
- Work on gathering and analysing business requirements related our CRM applications implemented on the Salesforce platform
- Collaborate with product manager and product owners to gather requirements
- Participate in solution design that align with the business goals, considering best practices, and features of Salesforce Service / Sales cloud
- Create user stories and additional materials such as process flows to support the solution development life-cycle
- Collaborate with the development teams to ensure accurate implementation of proposed solutions and fulfilment of acceptance criteria
- Support the development team with configuration and metadata management in Salesforce
- Coordinate and perform QA activities such as test scope definition, planning & execution of testing scenarios and take ownership for issue resolution
- Support training and release management by creating training materials, training scenarios, release notes & communications
Qualifications
- Experience with developing CRM Customer Service / Sales processes ( > 3 years) in a requirements engineering or business analyst role
- Working knowledge of CRM platforms and their functionalities
- At least Bachelor’s degree focused on business administration or business informatics
- Strong analytical and problem solving skills with the ability to translate complex business requirements into technical requirements
- Proficiency in creating documentation such as functional specifications, process flows, and data models
- Excellent communication skills to collaborate effectively with cross-functional teams and stakeholders
- Ability to understand, explain and discuss complex topics in fluent English
Nice to have:
- Experience with Salesforce Service / Sales Cloud ( > 1 years) in an administrator role preferred
- Experience in tools such as PowerPoint, Confluence, JIRA for communication and documentation purposes is a plus
About Us
With a fleet of 264 modern container ships and a total transport capacity of 2.0 million TEU, Hapag-Lloyd is one of the world’s leading liner shipping companies. In the Liner Shipping segment, the Company has around 13,500 employees and 400 offices in 135 countries. Hapag-Lloyd has a container capacity of 2.9 million TEU – including one of the largest and most modern fleets of reefer containers. A total of 113 liner services worldwide ensure fast and reliable connections between more than 600 ports across the world. In the Terminal & Infrastructure segment, Hapag-Lloyd has stakes in 20 terminals in Europe, Latin America, the United States, India, and North Africa. The roughly 2,600 employees assigned to the Terminal & Infrastructure segment handle terminal-related activities and provide complementary logistics services at selected locations.
About The Team
Knowledge Center in Gdansk
One of the goals of Hapag-Lloyd strategy, is to become more agile in the way we work and to create an environment in which we can make faster and innovative decisions. Knowledge Center in Gdansk enables the further accelerated growth, especially in the area of developing innovative digital solutions, agility and business centricity. To learn more, please check our website - https://knowledgecenter.pl/
We offer:
- Private medical care (Saltus)
- Gym card (Multisport)
- Attractive annual bonus up to 22,5%! (depending on company performance results)
- Group life insurance and employee capital plan (PPK)
- Cafeteria benefit system (cinema tickets, vouchers etc.)
- Focus on healthy lifestyle (fruit days, bike competitions, football trainings)
- Charity and volunteer initiatives
- Modern and well-connected office (Alchemia complex in Gdańsk Oliwa)
- Relocation support (financial support, covering immigration process for non-Polish citizens)
- Internal learning management system
- Development budget (sharing the costs of certifications and conferences/ IT events)
- Flexible working hours and home office possibility (hybrid work model)
