Job Purpose
The role involves verbal and written contact with all CCEP external and internal customers within Technology Support Services framework like CRM admin, Field Sales System support and Techn. Query mgmt. The role is responsible for end user and system support along with execution of daily operational tasks such as system maintenance and system admin along with follow-up and reporting.

Responsible for executing tasks with high quality in a timely manner according to defined SLAs. Act with ownership and accountability in deep collaboration with In-country BP and local teams.  

Key Responsibilities

•    Support end-users & commercial functions (email and telephone) by acting as first line support
•    Achieve first attempt resolution solving received queries, create tickets in BPT online, monitor and escalate according to SLA.
•    Communicate and share IT and/or system related information affecting stakeholders daily business or overall performance.
•    Create insights by retrieving and analyse incidents reports to attain service level to support business objectives.
•    Create desk top procedures and conduct training on deployed sales system tools.
•    Manage field sales system administration and ensure required roles/authorizations incl. licence management.
•    Perform UAT and regression tests on new implementations/versions of existing field sales / commercial systems and tools.
•    Support continuous operational improvements and localizations of new system/apps/tools/functionalities in coordination with BPT and/or market BP/In-country team.

Key Stakeholders  (internal functional areas with examples and external)

Internal: Commercial departments eg Field Sales, in-Country Commercial Operations, Omni & performance, KAM, Strategy & Insights, Commercial development and Business, Process and Technology (BPT).

External: Customers and 3rd party vendors such as PureCloud, Infragistics, Omni wallboards, Genesys.

Experience required 
•    Experience of providing service both by phone and email and have good experience of customer service skills and administration.
•    Experience from working in a support function with end user support
•    Experience from Salesforce and/or other CRM systems is an advantage
•    Good knowledge of Excel (VLOOKUP, formulas and formatting)
•    Be able to communicate fluently in Swedish as well as in English

Qualifications required
•    System understanding
•    Customer service skills
•    Understanding of business processes and how it involve the end-user.

Function and technical skill required
•    Commercial Software e.g. Salesforce and Excel (intermediate) 
•    Data systems understanding (intermediate) 
•    Software Troubleshooting 
•    Service Management Tool
•    Stakeholder Management & coordination

Behavioural competencies
•    Problem solver that easily learn different systems and routines/processes.
•    Team player with service mind & positive can do mentality
•    Written & verbal communication skills
•    Thorough needed when trouble shooting and understand the user and business effect.
•    Flexibility to quickly adapt to new priorities and deliveries.
•    Proactivity to diminish the same problem occurs again.

Language Capability & expert level
English – fluent
Swedish - fluent