Working at Freudenberg: We will wow your world!

Responsibilities:

• Automation Design & Development: Design, implement, and maintain automated workflows and systems that streamline customer service operations, improving response times and enhancing service quality.

• System Integration: Collaborate with cross-functional teams to integrate automation solutions with existing customer service platforms, CRMs, and communication tools (e.g., chatbots, ticketing systems, etc.). 

• Process Optimization: Identify opportunities for process improvement within customer service departments, analyzing current workflows and recommending automation solutions to reduce manual effort, improve consistency, and increase efficiency. 

• Testing & Troubleshooting: Test automated systems to ensure proper functionality and resolve any issues or errors in the automation process, ensuring a smooth customer experience. 

• Data Analysis & Reporting: Collect and analyze data on customer service performance metrics, providing actionable insights on automation effectiveness and areas for further optimization. 

• Training & Support: Provide training and support to customer service teams on new automated tools and systems, ensuring they are fully equipped to use the automation solutions effectively. 

• Stay Current with Technology: Stay up-to-date with the latest trends in automation technology, AI, machine learning, and customer service systems to continuously improve the team’s capabilities. 

Qualifications:

• Proven experience in automated Customer Service systems including AI tools, ACD systems, and CRM/ERP workflow automation with a focus on SAP and SAP CX/C4C and prior experience with automation tools such as Power Automate and RPA
• Strong problem-solving skills and the ability to analyze complex workflows and processes. 
• Experience with user requirements gathering and drafting business requirements to successfully communicate with technical teams 
• Excellent communication skills to work with both technical and non-technical teams
• Proven ability to break down complex and technical processes into training materials and process documentation with business users 
• Ability to work in a fast-paced, dynamic environment with a focus on delivering results. 
• Bilingual in Spanish- a plus

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.