Escalation Management Advisor

**Vista has made 2024 AFR Top 10 Best Places to Work for the 3rd year in a row**

**Our Team**

The role of an Escalation Specialist at Vista acts as a key contact point between the Deer Park manufacturing facility, third-party fulfillers, the Manila CME team, and customer contact centers. Their role is to identify, minimise, contain and communicate manufacturing issues proactively as well as assist in handling manufacturing issues brought to their attention. This is to deliver to our high expectations to customers.

This position holder will advocate for customers in manufacturing, by providing insights and observations on possible issues for complaints. You will partner with manufacturing and our customer service teams, forging and maintaining strong relationships between the departments, streamlining communications and operations, whilst working together to mitigate customer-impacting issues and improve the end-to-end customer experience.

As the go-to person for our Vista manufacturing site and third-party fulfillers, you will be the contact point for escalations, ensuring that customer orders are fulfilled in a timely manner. Always working collaboratively with your CME counterparts, this role is dedicated to elevating the overall customer experience and delivering exceptional customer value. Success in this role will be measured by improved customer satisfaction metrics, enhanced overall customer experience, and agreed upon KPIs.

**What You Will Do**
- Cultivate positive and effective working relationships with key collaborators by serving as a communication point between CME, Manufacturing, and Escalations teams.
- Act as a customer advocate in all tasks to ensure their voices are heard and addressed.
- Work with the Quality team to contribute to investigations related to mislabeling, complaints, and other issues.
- Identify re-occurring issues and work with key collaborators for resolution.
- Management of CARE and VCS critical issues.
- Complete CME tasks to supervise reoccurring issues and ensure SLAs are met, especially during peak times
- Serve as the point of contact for current VSU stock and manufacturing issues between productions and CME team.
- Represent the CME team by resolving production holds, collaborating to resolve issues, and following up with production as needed.
- Cultivate a culture of continuous improvement and ownership, prioritising customer experience in all actions.
- Maintain established performance metrics and aim to surpass them.
- Take ownership of various customer service-related issues to ensure end-to-end resolution and effective communication with customers.
- Finding opportunities for workflow optimisation and make suggestions to management to enhance the delivery of customer value.
- Maintaining proper communication and coordination with 3PF (3rd party fulfillers) for order-related issues.
- Adhere to all departmental and company guidelines and procedures.

**Tasks and Activities**
- Report and present information on customer issues within manufacturing for both Deer Park and third-party fulfillers.
- Collaborate to investigate and report on recurring and spiked customer complaints.
- Review and advance production hold to be resolved by production/others within SLA timeframes.
- Report on late orders for resolution of issues and customer advocacy. Improve customer experience by keeping resolvable production delays to a minimum.
- Supervise and resolve sophisticated CARE and VCS cases promptly, report on root causes and recommendations for improvements.
- Guide the CME team on manufacturing queries by closing knowledge gaps and educating advisors on technical knowledge to assist in issue resolution.
- Contribute to weekly, monthly, and quarterly reporting on customer concerns and manufacturing issues.
- Maintaining accurate and up-to-date documentation of internal customer concern processes.
- Making strategic recommendations for products and services to address customer problems and offer feedback to CARE operations and ensure that CARE representatives are consistently updated on new issues, resolution progress, and workarounds to maintain a cohesive and informed team.
- In collaboration with the CME Lead, create incident reports collecting relevant details to maintain a thorough record of customer issues.
- Representing the customer’s interest by appropriately raising feedback and trends.
- Attend VSU and operational meetings as needed to advocate for CME investigations and communicate relevant issues to CME team.
- Working with the management team to develop processes to improve customer satisfaction.
- Finding creative solutions to optimally address internal and external customer queries and concerns within relevant SLAs.
- Ensuring high compliance with operational processes and manufacturing safety standards when present on the shop floor.
- Collaborating with Voice of the Customer and performing other CME activities as required.

**Your Qualifications**
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