About the role:

 

The Customer Service Operations Lead based in the country implements the Customer Service strategy and is the main operational interface between GBS and local teams. The role secures fluidity & reactivity. Focuses on all aspects of service delivery, process optimization, and service level agreements (SLAs). Adept at analyzing performance metrics and driving operational excellence with remote teams in GBS. This professional oversees and drives the customer service operations and deliverables in close conjunction with Global Business Services. Responsible for ensuring that the company’s customer service meets or exceeds set standards. Plays a crucial role in customer satisfaction.  The role will interact with commercial/sales in the markets and customers to increase customer centricity and stickiness in customer relations. The Customer Service Operations Lead is supporting the GBS team in the understanding of local customer specificities.

 

Key responsibilities:

Monitor, and improve performance on service level agreements with customers; act as an ambassador in SLA adoption and adherence, welcome, analyze and act upon feedback from the front lines in GBS  as well as the local Voice of the Customer Review and implement innovative solutions with the view to improve customer experience and intimacy such as set up of B2B customer ordering portal, automation of order promising and processing for local customers  Collaborate with the customer service GBS team leaders in (re)organizing and (re)focusing the teams and workflows to be closer to the market  Increase cross functional collaboration through clear inter-departmental communication, resolve conflicts between departments  Drive best practice adoption, resolve issues, and partner with the local sales and supply functions to ensure exceptional service delivery Present status and progress reports in stakeholder meetings such as sales meetings Manage escalations and priority settings together with local sales, local collaboration lead and the local Customer Supply Chain Manager Oversee daily order management operations and ensure a strong focus on delivering customer value in close collaboration with the GBS team leaders Identify development and training needs of the GBS Customer Services Specialists together with the GBS team leaders Directly and indirectly manage performance of the Customer Service Specialists Collaborate with the Customer Excellence team and propose improvement initiatives Resolve customer issues and drive corrective, preventive actions to improve E2E performance in responsiveness and reliability. Monitor KPIs, analyze performance and identify areas for improvement, track progress Build a customer-centric culture Act as a trusted advisor, liaise with relevant stakeholders to address customers’ needs Reporting into and able to back up for the local Customer Supply Chain Manager.

About you:

Bachelor in business administration, management, or relevant field Minimum 5+ years of relevant experience in driving operational excellence through direct and indirect leadership Proficient in English, any other European languages are welcome Proven experience in customer service management Deep knowledge of the SAP Order-to-Cash process; Complaint & Requests management system (Salesforce case management) Problem-solving through root cause analysis Experience in the credit control and cash collection process Knowledge of shipping and transportation activities SAP including analytics Salesforce Power BI is an asset Microsoft Office: PowerPoint, Word, Excel Excel analytics