ph3bEDV Werke is looking for a Salesforce Case Management Efficiency Consultant.
/b /h3 h3bWorking Model: /b On-site – Milan, Italy /h3 h3bForm of cooperation: /b B2B Contract /h3 h3bTasks /b: /h3 ul libWorkflow Analysis Assessment /b – Observe and document customer service workflows across CRM case management, email, and voice channels to identify inefficiencies and operational friction.
/li libProcess System Mapping /b – Map current processes, system interactions, integration points, and agent activities to identify unnecessary steps, system switching, and additional workload.
/li libDiagnostic Evaluation /b – Assess adoption levels, training effectiveness, technology gaps, existing automations, and integration issues while distinguishing quick wins from structural improvements.
/li libOptimization Recommendations /b – Propose process, technology, integration, training, and adoption improvements while identifying opportunities to increase productivity and streamline customer service operations.
/li libProductivity Scalability Analysis /b – Quantify potential productivity gains, assess implementation feasibility, and evaluate whether proposed improvements can be scaled effectively across multiple markets.
/li libStakeholder Engagement Reporting /b – Work directly with customer service teams and leadership on-site, present findings and recommendations, and provide insights supporting future transformation initiatives.
/li /ul h3bMust-Have Skills: /b /h3 ul libProcess Optimization Experience /b – Proven experience in business process optimization, operational efficiency, or systems consulting, with a strong focus on identifying and reducing operational friction.
/li libCustomer Service Operations /b – Hands-on experience in back-office customer service environments,



with practical understanding of agent workflows and day-to-day operational challenges.
/li libCRM Case Management Knowledge /b – Familiarity with CRM platforms, case management systems, or related customer service solutions and their role in supporting operational processes.
/li libItalian Language Skills /b – Fluent Italian language skills, enabling effective on-site communication with customer service teams and stakeholders in the local environment.
/li libAnalytical Workflow Skills /b – Strong ability to observe, document, analyze, and synthesize complex operational workflows into clear, actionable improvement opportunities.
/li libCommunication Consulting Skills /b – Excellent written and verbal communication skills, with the ability to present findings, recommendations, and business impacts clearly to leadership and operational stakeholders.
/li /ul h3bNice-to-have Skills: /b /h3 ul libERP Integration Experience /b – Experience with SAP or other ERP integrations and understanding of how enterprise systems can affect customer service workflows.
/li libCustomer Service Transformation /b – Previous experience delivering customer service transformation, workflow optimization, or operational efficiency improvement initiatives.
/li libItalian Market Knowledge /b – Knowledge of the Italian business environment and customer service practices, including local operational considerations.
/li libAutomation AI Experience /b – Experience with customer service automation, AI agents, voice or email automation, or technologies such as VBA-based solutions.
/li libConversational AI Platforms /b – Experience with Parloa or comparable conversational AI and customer service automation platforms.
/li /ul h3bBenefits: /b /h3 ul liCompetitive salary with performance-based bonuses.
/li liOpportunities for professional development and advancement.
/li liDynamic and collaborative work environment.
/li /ul /p #J-*****-Ljbffr

📌 Salesforce Case Management Efficiency Consultant Edv Werke Ag Building On Experience, Results And Commitment. (Milano)
🏢 Edvwerke
📍 Milano