Your tasks
Summary:
The Customer Experience Operations Specialist plays a critical role in supporting the CX team by owning recurring reporting, coordinating project timelines, and identifying opportunities for process improvement. This role requires strong analytical thinking, organizational skills, and a deep understanding of systems such as Microsoft Customer Service Hub, Dynamics 365, and SAP. The ideal candidate will proactively monitor workflows, highlight trends, and recommend enhancements that elevate the overall customer experience.
Essential Duties & Responsibilities:
• Develop, manage, and deliver monthly and ad hoc reports using data from SAP, Dynamics 365, and Microsoft Customer Service Hub.
• Track key CX metrics and service KPIs; identify performance trends and improvement opportunities.
• Coordinate project timelines, milestones, and team schedules to ensure smooth execution and accountability.
• Assist in the preparation of executive-level presentations, dashboards, and performance summaries.
• Act as a key point of contact for cross-functional collaboration between CX, IT, Planning, and other departments.
• Support process documentation efforts and contribute to knowledge-sharing tools and resources.
• Monitor team tools and systems for gaps, inefficiencies, or recurring issues, and escalate or suggest improvements.
The Customer Experience Operations Specialist plays a critical role in supporting the CX team by owning recurring reporting, coordinating project timelines, and identifying opportunities for process improvement. This role requires strong analytical thinking, organizational skills, and a deep understanding of systems such as Microsoft Customer Service Hub, Dynamics 365, and SAP. The ideal candidate will proactively monitor workflows, highlight trends, and recommend enhancements that elevate the overall customer experience.
Essential Duties & Responsibilities:
• Develop, manage, and deliver monthly and ad hoc reports using data from SAP, Dynamics 365, and Microsoft Customer Service Hub.
• Track key CX metrics and service KPIs; identify performance trends and improvement opportunities.
• Coordinate project timelines, milestones, and team schedules to ensure smooth execution and accountability.
• Assist in the preparation of executive-level presentations, dashboards, and performance summaries.
• Act as a key point of contact for cross-functional collaboration between CX, IT, Planning, and other departments.
• Support process documentation efforts and contribute to knowledge-sharing tools and resources.
• Monitor team tools and systems for gaps, inefficiencies, or recurring issues, and escalate or suggest improvements.
Your profile
- 3+ years in a project coordination, CX operations, or administrative analytics role.
- Experience using Microsoft Customer Service Hub, Dynamics 365, and SAP (ECC or S/4HANA).
- Advanced proficiency in Excel (pivot tables, formulas, formatting); experience with Power BI a plus.
- Excellent communication and documentation skills.
- Highly organized, detail-oriented, and comfortable managing multiple priorities.
- Strong analytical and problem-solving mindset; able to turn data into actionable insights.
Benefits
Clear vision and purpose
"We are a sustainability and innovation leader providing superior customer value" is our vision and this is what guides us. Our purpose "becoming better every day - since 1802" is what inspires us in our daily work.
Sustainability and innovation focus
We have high sustainability and innovation goals. Let's work towards a sustainable future together.
Excellent learning tools
At GF we provide development opportunities for everyone. We offer global learning tools as well as trainings and specialized courses.
Great career opportunities
GF as a global acting company provides many opportunities regarding career growth. We also offer a dedicated talent management process (MyNextBigStep@GF) to boost your career.
Health care
GF offers a comprehensive health and welfare benefits plan including, medical, dental, vision, life insurance, short- and long-term disability, and 401k with generous company match.
Paid holidays
Paid time off include 12 paid days of company holidays.
Sport activities
We support the purchase of a fitness membership from the center of your choice with a subsidy.
Work perks discount
The discount program includes many different goods and services including appliances, electronics, theme parks, movies and more.
Your contact
Janet Gonzalez
HR Manager
9271 Jeronimo Road
92618 Irvine
United States
92618 Irvine
United States
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Your work route
Who we are
GF Piping Systems is the world's leading supplier of piping systems. We enable the safe and sustainable transport of fluids. Our business is driven by industry-leading sustainability levels, innovation through digital solutions and investment in a culture based on performance, learning and caring.