**GRADE J**
**Position Snapshot**
- Nespresso Italy, Milan (Assago) Head Quarter
- Permanent Contract
- At least 3 years of professional experience as Analyst/Expert of processes of B2B/B2C After Sales, Quality or Field Service or Project Management
- Graduates in Engineering or Economics
- Fluent Italian and English
**Position Summary**
In this role you will support and contribute to ensure the best in class after sales service.
You'll be able to put in place outstanding service solutions and to boost quality for our customers by creating valuable processes.
You will be in direct contact with service partners and internal stakeholders, leading projects in order to improve after sales service and customer experience.




**A day in the life of After Sales Expert**
- Improve the after sales process by continuously improve and challenge customer journey and processes
- Support decision making by setting and updating high-end KPIs and quality metrics
- Contribute as technical expert to product continuous improvement by effectively reporting locally and internationally
- Leverage the operational excellence by standardizing processes and defining new way of working
- Manage Service Level and performances of After Sales Third Parties
- Enhance technical expertise across the organization by supporting B2B/B2C technical stakeholders on training and operations
- Technical and quality budget & forecast creation, monitoring and update
- Involved in perfoming technical training to vendors and partners (only for B2B channel)
**What Will Make You Successful**
- At least 3 years of professional experience as Analyst/Expert of processes about B2B/B2C After Sales, Quality or Field Service or Project Management
- Passionate in data analysis and six-sigma methodologies
- Customer centric and innovative and can-do mindset




- Strong analysis and problem-solving skills
- Positive forward-looking mindset and team spirit with good communication skills
- Strong knowledge of Excel, Power Query and Power BI are nice to have
- Fluent in English and Italian