CUSTOMER SERVICE TEAM LEAD Job Objective: To contribute to both short- and long-term strategic planning for the Wholesale business as a member of the Operations team by providing and developing top-quality service to improve customer satisfaction by managing the processes and supporting the commercial policies, ensuring they support business goals and adhere to local regulations and legalities. Also organize, coordinate, and monitor the sales orders administration from orders reception to delivery and invoicing in line with the sales commercial policy. Manage the Customer Service Team to develop members of the team and ensure the right environment for maximum performance.
Key Accountabilities:
Organize and coordinate the Customer Service Team workload redirecting activity as appropriate to maximize work efficiency. Manage, motivate, and develop a multi-cultural Customer Service Team by providing clear guidance and direction through goal setting and regular performance reviews. Manage the team resources, attendance, and absence, to ensure sufficient cover to meet business needs. Monitor the performance of direct reports providing leadership, coaching and support as necessary to meet individual development goals but also short- and long-term company goals. Monitor orders and disputes. Create reports and analysis to support customer service. Lead by example and foster a culture of high performance within the team. Ensure team adherence to Service Level commitments and KPIs. Support and where necessary undertake the activities of the Customer Service Team to ensure that departmental activities are delivered in a timely manner. Support communication towards Customers by sending regular emails/newsletters on important deadlines, new product launches, ongoing strategies, etc. Provide support to the Head of O2C to ensure information flow is timely and accurate. Act as the central point of contact when the Customer Service Team members handle escalated complaints by taking responsibility for the overall outcome of the situation. Conduct regular team meetings to ensure expedient communication of relevant information. Drive an elevated level of communication between various departments, European HQ, and distribution center. Keep updated on new developments in customer service, strategic company decisions, and processes and communicate them to the Customer Service team. Facilitate exchange with sales teams and enforce relevant meetings to manage expectations and seek continuous improvement. Run projects related to the Customer Service Team responsibilities to achieve customer satisfaction. Professionally interact with clients, building positive relationships. Seek innovative ideas and strategies to improve the overall service to Customers and the Customer Service performance. Propose, initiate and manage/support continuous improvement initiatives. Respect, enforce and improve internal rules and procedures. Job Requirements: Bachelor's degree in a related field 5-6 years of professional experience. Minimum of 5 years in a related field or similar position Excellent level of MS Office and excellent usage of reporting tools. Excellent analytical skills. Excellent working knowledge of SAP FMS (AFS) and supply chain processes advantageous. Excellent local and English language skills, written and spoken. Effective communication, team building, leadership, and managerial skills. Strong planning and organizational skills. Excellent judgement and decision-making skills. Competencies: Customer-oriented. Hands-on mentality. Able to cope with changing priorities. Outcome-oriented. Excellent attention to detail. Behaviour: Team-player but able to work on own initiative. Flexible attitude and approach to work. Pro-active. Location: CUNEO
Permanent contract
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