Global Customer Service Lead

Il y a 2 mois

Brainel'Alleud, Belgique UCB Temps plein

**Make your mark for patients**

We are looking for a **Global Customer Service Lead** with excellent leadership and strong analytical skills and have a customer centricity mindset to join our **Global Supply Chain department**, Global Logistics function based our UCB Campus in **Braine-L’Alleud, Belgium**.

**About the role**

As a Global Customer Service Lead, you will be responsible for ensuring that our customer service approach remains sustainable and consistently aligned with the Global Supply Chain's vision and goals. Your focus will be on delivering exceptional customer experiences, fostering a customer-centric culture within your team, and driving continuous improvement in service excellence. This is to be secured by ;
- Monitoring the metrics that matter and appropriate the most for top quality services and high customer satisfaction.
- Managing and developing capability of Customer Service Team and building effective relationships with key stakeholders
- Implementing and improving processes and ways-of-working that ensure supply continuity

**What you will do**

People management:

- Engage team members to UCB strategy and objectives
- Set-up, monitor and review annual objectives for the team members
- Bridge with Supply management to implement and support growth strategies
- Define and communicate Customer Service standards
- Foster integration/collaboration with other relevant stakeholders / departments to provide the best service to the customers
- Represent Global Supply Chain in all internal and external communication

Service Delivery:

- Supervision of Sales Order Processing, Product Shipment Execution, Post-delivery Service
- Complaint/Deviation supervision in Trackwise system + implementation of CAPA when required
- Optimize cross-functional collaboration to drive service improvement, forecasting accuracy and replenishment management
- Handle complex and escalated customer service issues
- Analyze relevant data to determine customer service outputs
- Identify and implement strategies to improve quality of service, productivity and profitability
- Liaise with company management to support and implement growth strategies
- Oversee the achievement and maintenance of agreed customer service levels and standards
- Participate in the improvement of existing processes / procedures
- Being part of Hot Topics meeting: ensure Global Distribution Logistics alignment with internal stakeholders
- Investigate root causes and propose corrective/preventive actions

Project management:

- Develop strategies to improve quality of service, productivity and profitability
- Lead departmental projects and initiatives (in collaboration with other departments if applicable)
- Develop, Maintain, Integrate and Improve Global Supply Chain processes and documentation

Reporting:

- Manage and develop team’s KPI’s/metrics-that-matter
- Execute weekly/monthly service reports, Quarterly Dashboards to make sure agreed Customer Service Levels are met
- Monitor accuracy of reporting and data base information

Financial control:

- Manage departmental budget
- Identify cost-2-serve improvement opportunities and deliver implementation(s)

Customer relationship:

- Build a strong relationship with customers, be active and proactive in identifying their needs and problems
- Lead, develop and implement actions plans or processes to resolve customers’ issue

Demand & Forecast:

- Collect and analyze latest market/country information to understand mid and long-term supply requirements
- Check and challenge monthly forecasts versus orders and analyze data in order to improve the FCT accuracy
- Analyze past demand to gather most probable demand for mid-long-term demand to ensure correct capacity is implemented during budget exercise

Order Management:

- In the scope of daily customer service activities, ensure top quality service is always provided to internal and external customers by creating / maintaining an excellent reputation with all internal and external business contacts
- Ensure order processing from A to Z is working smoothly

**Interested? For this role, we are looking for the following education, experience, and skills**
- Master or Bachelor’s Degree in a relevant field
- Excellent leadership, interpersonal and communication skills and an effective team player who can engender credibility and confidence within a matrix organization
- Strong analytical skills and highly organized with a keen sense of what it takes to get the job done
- Result driven, business orientated and energetic self-starter with strong operating skills and a sense of urgency
- Able to balance objective analysis and intuitive decision making tailored to specific circumstances
- Solid project management and relationship builder skills that overcome complex and multidimensional business challenges
- Ability to articulate compelling ideas and information in a clear, inspirational and pragmatic manner
- Excellent command of written and spo

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