Responsibilities
* Manage the team of Customer Service staff to ensure optimum accuracy is performed and delivered to the local markets in a timely manner, within agreed Service Level Agreement and to meet business growth objectives.
* Manage day to day operations in relation to customer service, including Order Taking, Credits, product non‐conformances and Customer Issues/Complaints.
* Project Management – support process, organization, and tool improvements.
* Ensure best practices are identified and implemented.
* Ensure standardization across the customer service department of processes.
* Initiate process improvement projects as required.
* Implement new tools and drive automation internally and in collaboration with other countries or regions.
* Coordinate closely with Distribution, Commercial, Marketing, Quality and other key internal stakeholders to deliver products and services per customer expectations and agreed Service Level Agreements.
* Ensure understanding of key accounting principles, especially in relation to revenue recognition, pricing and other compliance areas.
* Manage performance of employees in Customer Service toward achievements of objectives and KPIs.
Qualifications
* Team management experience essential.
* 8 years minimum experience in a leadership role with emphasis on managing, mentoring and coaching.
* Minimum high school diploma or equivalent.
* Formal education or certifications in customer service operations.
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