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



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

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