Customer Service Executive
il y a 6 jours
To lead, support and develop the Customer Service team.
Work towards providing a ‘consistent differentiate’ service to our Customers, via a committed team of individuals.
Take team to the next level of order processing and strive towards delivering ‘world class’ service to our customers.
Manage Customer Services activities for the EMEA region
Collaborate with the EMEA Supply Chain Team to ensure all teams are managed to same standards & methodologies
Develop strong relationships with key contacts within the Sales organization, and with key support functions such as logistics, credit control, supply planning and pricing.
Manage and set SMART goals for Customer Service KPI’s like order volume and value, incoming and outgoing calls, service level (OTIF, claim resolution lead time), …
Develop plans to differentiate our service offering to our key customers, understand how we can really ‘add value’ to our customers in collaboration with sales leaders
Encourage LEAN philosophy throughout the team to free up resources, to be able to focus on the ‘value added’ part of our role i.e. Create clear vision for the team to become a ‘world class’ service organization
Provide guidance to all team members for resolution of more complex issues & queries
Represent Customer Service team in relevant cross functional teams
Remain focused on the individuals and provide leadership and coaching to all the teams
Review team resource/ Career Development and succession plans as appropriate
Benchmark against peer companies to gain a wider understanding of ‘Customer service offerings’
Ideally qualified to degree level or equivalent with a minimum of 5 years’ supply chain or customer service experience.
Fluent in English is essential & other languages are desirable
The person in this role understands that he/she will operate in an ISO9001 & ISO14001 controlled environment and is willing to implement and understand the basic principles of these quality standards.
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il y a 1 jour
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