Position Overview
This position has responsibility for the effective management of the day-to-day work of the domestic or export Customer Service Analyst team, to ensure delivery of a high-quality service level to all customers.
Responsibilities include managing, executing and administering the strategy and operations for the Customer Service Organization and for the business unit, as well as driving efficient practices to optimize and streamline processes, and monitoring activity to ensure customer service levels meet business unit objectives. This role links business partners, operational execution, and overall order management to a specific portfolio of customers. Managing, leading and developing the Customer Service Team. Ensure policies and procedures are being correctly followed and applied. Maintaining relations with customers, both internal and external.
Key Responsibilities
- Manage order management activities (domestic or export as applicable) to ensure the execution of business unit and/or specific service levels. Maintains metrics and executes reporting to ensure consistent performance attainment. Acting as effective backup for team members, as and when required. Supporting the team with workload management. Maintain rapport with internal and external customers, identify potential problems as they develop and solve through interaction with other departments.
- Recommend, develop and implement programs and procedures governing the way customer service activities are conducted. Provide ongoing process improvement and project support, identify and communicate potential solutions to the anticipated risks and suggest potential responses, actions and resources required that might mitigate these risks or otherwise prepare the organization for the impact. Ensure continuous improvement by continually suggesting adjustments/changes in existing procedures and processes to optimize efficiencies affecting order processing to improve value added services to customers, sales and the CS personnel.
- Provide leadership, support and training to develop domestic/export customer service personnel to maintain high level of customer service. Leading performance reviews and development discussions with direct reports, including setting goals and appraisals.
- Contributes toward setting annual goals and strategic planning to achieve departmental and functional goals that are aligned with business partner objectives.
- Act as key liaison between Customer Service team, Customer Service Manager, Sales/business unit.
Required Qualifications
- Bachelor's degree in business, Supply Chain or related.
- Minimum 3 years business experience required. Experience in Customer Service, Supply Chain or Export preferred. Knowledge of Manufacturing
- processes, inventory management, warehouse and distribution. Ability to work with internal and external customers to resolve issues and achieve positive outcomes. Effective communication skills that allow for collaboration with business partners
- Ability to work with internal and external customers to resolve issues and achieve positive outcomes. Effective communication skills that allow for collaboration with business partners. Ability to effectively lead others and implement change. Collaborate with internal and external customers. Daily interaction with Demand/Supply/Operations/Distribution/Transportation/Quality and Global Enablement (Pricing/Master Data), for ongoing communication and alignment. Reports to Customer Service Manager and interact regularly with other Customer Service Managers, SOTC Managers and other internal business partners.
- Team Leadership - Excellent skills in communication, problem solving, interpersonal and strategic thinking. Project Management - able to lead small projects with little formal oversight. Project Management SAP Team Leadership. Foreign Languages depending on the business - English.
Dimension
60% Tactical vs 40% Strategic. Evaluate sometimes complex situations using multiple sources of information (technical product knowledge and order/transportation processes). Make judgments based on analysis of information to solve problems. Able to adapt and succeed in a fast-paced environment. First point of contact for Customer Service personnel on customer issues that escalate to the next level.
