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April

Operations Analyst

Viva Energy Australia - Docklands, VIC

Sales
Source: uWorkin

JOB DESCRIPTION

Ours is a world that is transforming and evolving. Our future will not only be powered by the energy sources that keep Australia moving today but alternative energy sources will also power our future. It requires people who want to grow and evolve with us. Bright minds, boundless energy, new perspectives and the determination to take us forward. People who can help us deliver the energy products that keep our customers and their businesses moving today, and are committed to building Australia’s energy future for tomorrow. We are the exclusive Shell licensee in Australia, and supply around a quarter of Australia’s fuel through our extensive network of over 1,250 service stations and through our commercial partnerships with some of Australia’s biggest companies in the aviation, marine, transport, resources, construction and manufacturing industries – we help industries reach their destinations too!


About the role

In this role you will be obsessed with process improvement and creating an amazing customer experiences. You will be focusing on the internal processes, tools and systems that enable our customers and other stakeholders to interact with us effortlessly. You will;

  • Work closely with your relevant Sales Team to understand how their strategy/activity links to our focus on increasing customer satisfaction.
  • Analyse customer feedback and participate in customer site visits to understand their frustrations and pain points and use this information as a means to identify opportunities for improvement.
  • Review all relevant customer feedback and ensure any negative feedback followed through to resolution.
  • Work closely with the System Administrator to ensure Salesforce SPANCOP process is efficient and regularly improved based on sales feedback.
  • Drive the CSI to the required stretch target to ensure customer satisfaction/experience is exceeded.
  • Regularly analyse CSI results for your line of business and report on findings to sales.
  • Ensure that any anecdotal feedback received is recorded in the appropriate system.
  • Gain an in depth knowledge of the customer segments, customer behaviours and interactions with sales teams and Viva to identify opportunities for improvement and to become a fully trusted business advisor.
  • Provide regular updates on progress via a Dashboard and report any roadblocks before they eventuate to stakeholders
  • You will have the opportunity to work on ad hoc projects

About you

You will be energised by solving problems and have an agile mindsetxwith the following attributes;

  • You will love helping people and be customer obsessed
  • Be extremely accurate, attention to detail
  • Excellent knowledge of the End to End (E2E) Order to Cash (OtC) process
  • Very good written and verbal communications
  • Have excellent time-management skills
  • Have amazing self-management skills including the ability to work autonomously and prioritise own workload and deliverables
  • Previous exposure to getting things done, influence through others and collaborate across the organization
  • IT Skills across MS Office Suite, Salesforce JDE, Power BI and Intermediate
  • Other Systems/Tools:Confluence / Jira / Test Rail Miro; Retrium; Survey Monkey

Our Culture

We describe our company as being driven by people. We believe diversity in the workplace is every bit as important as it is in everyday life. We have been awarded the WGEA Employer of Choice for Gender Equality for the past three years running. We welcome applicants from diverse backgrounds including Aboriginal and Torres Strait Islander people. We recognise that you may have commitments and interests outside of work and offer a variety of flexible working arrangements to ensure your needs and aspirations are supported. We encourage and support diversity in our traditional and non-traditional roles.


The Benefits

We offer a supportive and collaborative environment, focused on innovation and developing a team of valued, specialised and highly capable professionals. We offer above market superannuation, 25% discount on Fuel and our parental leave provisions are industry leading. 

Apply now via the links