D365 CRM Service Lead

5 days ago


Shah Alam, Malaysia Azelis Full time

Azelis

Azelis brings Innovation Through Formulation by developing safer, healthier, cleaner solutions to the market. How? Azelis is a multi-billion-euro global innovative solution provider for speciality chemicals & food ingredients distribution with global presence.

We currently employ more than 4,000 talented individuals in 65 countries with offices across EMEA, APAC, and the Americas.

That’s more than 4,000 professionals. 4,000 problem solvers and 4,000 go-getters.

People are our key assets — that’s what we believe in. We embrace change as an invaluable opportunity to grow, learn and become ever better at what we do. With a team that’s united in passion, vision, and values, we believe that we can work together in order to achieve everything we set our minds to. The chemical industry is ripe for disruption, and we are looking for like-minded enthusiastic, and innovative people who are thirsty for a challenge to join us in making a difference.

D365 CRM Service Lead

Mission of the role

As part of the Commercial Excellence team, you will help drive understanding in the business with respect to digital platforms and recommend improvements that help Azelis build a digital environment to meet and exceed the current and future needs.

Organisational Positioning

Reporting functionally to the BPO Commercial Excellence in the Global Commercial Excellence team, you will be a part of the wider Azelis Information Technology Team.

Main accountabilities

The D365 CRM Service Lead ensures the following accountabilities:

- Regularly review first and second-line support quality with the focus of upskilling
- Solve tickets in the CRM queue and knowledge share solutions with the other members
- Monitor ticket queue and prioritize to make sure we have timely follow-up
- Analyze and report on team performance metrics, identifying areas for improvement
- Handle escalated user issues and provide timely and effective resolutions
- Join in coordinating testing before releases and assist users in UAT
- Drive continuous improvement initiatives to optimize operational efficiency and service delivery
- Assign and manage licenses and security roles

We are looking for a proactive personality that is eager to work in an international, rapidly changing and challenging environment. You are enthusiastic about sharing your CRM expertise and helping your team develop into knowledgeable professionals. Someone who takes pride and joy in improving the CRM system with increased user adoption as a result. With the following experience, educational background and interpersonal skills:

- Minimum 3 years of working experience with Microsoft Dynamics 365 CRM
- Functional D365 CRM analysis/consultant experience
- Proven leadership and team management skills
- Fluent in spoken and written English is a must
- Proven track record of providing training and improving user adoption
- Excellent communication, interpersonal and presentation skills
- Ability to prioritize and handle multiple tasks in a fast-paced environment
- Experience in relatable software such as D365 F&O, Office365, Azure DevOps, Jira or Salesforce is a plus
- Bachelor/master’s degree in information systems or similar through experience

The requirements of the job will develop and change due to the needs of the business and the employee will be expected to adapt to these changes. This list is not absolute, and the employee will be expected to carry out any tasks and duties for which he/she is trained.


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