Description:
We are looking for an experienced customer service lead who has a very strong growth mindset and a can-do culture of doing what it takes to win. We’re looking for someone who thrives in balancing brand, consumer, customers, with the ambition to deliver a substantial step up in profitable growth of the current perimeter.
As the Customer Service Lead, you will play a crucial role in the Customer Relationship management, Joint Business Planning, issue resolution, order to cash process management ensuring that you are supporting the commercial strategy and vision with the right cost to serve model. Your first priority will be ensuring Excellent customer service to our customers.
The role is critical to developing a high quality relationship with our supply chain driven customers, and plays a vital internal role supporting sales growth and driving operational efficiencies while working collaboratively with Logistics, Supply and Demand Planning, and Customer Development.
Your Key Responsibilities
Strategy & Execution
- E2E execution of Customer Service Team Strategy for all customers in your market
- Leads Order to Cash process to ensure all customer requirements are fulfilled aligned with internal business plans
- Responsible to deliver excellent service to all of our customers
- First point of contact to manage Customer Facing teams day to day operations and creates guidance
Partnership & Collaboration
- Collaborate with CD teams to ensure seamless order management and delivery processes
- Defines and develops collaboration, Joint Business Plans and speedy issue resolution with Ecommerce Customers
- Works closely with Customer Service Control Tower teams for capability development, reporting and agility
- Works closely with Warehousing and Logistics teams for on time customer deliveries
Reporting and Continuous Improvement
- Owns and monitors Service Level reporting, loss reason assignment and continuous improvement
- Responsible of delivering customer related KPI improvement and collaboration projects
- Uses Ecommerce sell out data to create new insights and analytics
- Evaluating the cost & complexity of customized services with the improvement in service to top customer
Process & Technology Management
- Support process hygiene and lead technology transformation where relevant
- Defines and creates process and solutions for new business models
What You'll Need To Succeed
- Bachelor’s Degree from an accredited college or university, preferably in business, finance or supply chain management.
- 3-5 years of experience in Customer Service
- De monstrated analytical and conceptual problem-solving ability; excellent oral and written communication skills, including presentation skills
- Ability to multi-task, meet tight deadlines and work under pressure with autonomy
- The ability to effectively lead and engage cross functional global teams and a willingness to take responsibility and accountability
- Demonstrated self-starter with the ability to deliver results in a lean, agile organization and able to adapt to changing priorities
- Advanced Excel Skills
- Experience with SQL and/or PowerBI a plus
- Strong interpersonal skills and leadership ability
- Demonstrated ability to work collaboratively with cross-functional teams
- Strong analytical, planning, project management skills.
- Strong internal/external customer centric focus