This role will report to the regional Customer Experience Supervisor/Senior Supervisor and will be responsible for commercial and operational activities as part of the Order-To-Cash process for A customer base: i.e. validation and booking of customer orders, managing order fulfillment activities, providing proactive updates to customers, managing physical & financial claims etc. with a strong alignment with all relevant internal functions as part of the end-to-end customer experience.
In addition to his/her customer support role, the Customer Experience Training Professional is responsible for the organization and co-ordination of the day-to-day work within his/her respective Customer Support Team. He/she should act as the team’s first point of contact when faced with general business or customer challenges and acts as POC for global initiatives.
- Provide daily support for Customer Support Specialists with escalated issues and/or customer inquiries as well as customer/process coaching.
- Manage projects, drive improvements, work cross functionally to simplify and speed up the customer service turnaround times.
- Act as first escalation point (including escalation calls) and point of contact for business stakeholders.
- Daily monitoring of performance and taking real time corrective actions.
- Support back-up for the Customer Support Supervisor role.
- Ensure team SOP, SOS and other process documentation is up to date and aligned x-functionally as well as in line with global procedures.
- Partner with global Opex on new processes and ensure changes are rolled out to the team, but also other stakeholders are aware of it.
- Maintain high degree of knowledge related to assigned customer or portfolio of customers and the business of the supported market/GBE/country.
- Ensure ongoing high quality of service, by delivering quality improvements; fulfills auditing initiatives.
- Actively involved and supportive in individual contributors’ development and performance evaluation.
- Build/ Centralize specific Customer Support activity reports.
- Act as an active interface between customer Integrated Supply Chain (ISC), Logistics, Transportation, Finance and Sales to meet customer expectations, improve the end-to-end cycle where possible as well as maximize revenue.
- Constantly facilitates removal / mitigation of roadblocks by proactively involving all parties to solve any issues that might arise between order entry and invoicing.
- Communicates proactively with the customer, providing relevant information to potential delays, relevant status updates on open backlog.
- Performs regular backlog management activities to address customer requirements vs past due, blocked, incomplete orders and invoices, including system updates to reflect all order changes.
- Supports revenue maximization activities (pull-in’s, drop ship, expedite requests) and partners with the demand & forecasting teams to ensure a smooth end of month/quarter closure activities.
- Ensures end to end customer onboarding and operational training for new team members.
- Acts as a SME in relation to all users & stakeholders for the respective region.
- Acts as customer experience champion and leads BPS (best practice sharing) sessions within the team, as well as escalation point on complex cases.
- Owns and drives differentiated A customers relationship and improvement plans.
- Supports the tier meetings to monitor progress across multi-functional areas.
- Represents CS in transformational projects, ensuring all operational & business inputs are captured in the newly developed processes and procedures. Supports communication and management of change.
- Drives process and customer improvement opportunities across teams using advanced analytics capabilities and ensures relevant changes are implemented/monitored.
- Reports out to Supervisor and acts as a back-up for SV.
- Agents calls and cases evaluations.
YOU MUST HAVE
- Bachelor’s degree.
- Business fluent in written and spoken English, other European languages represent a plus.
- 5+ years Customer Support and/or equivalent in supply chain / order management / OtC related experience.
- 0-2 years of experience with reporting, knowledge transfer and/or coaching experience.
- Strong knowledge/experience with CRM/ERP system business processes (SAP is required).
- High level of MS office skills (Excel, Word, Outlook, PowerPoint, Teams).
WE VALUE
- Process documentation skills.
- Analytical skills.
- Six sigma knowledge is a plus.
- Project mgmt. experience/knowledge is a plus.
- SME user level for SAP, SFDC, InContact and/or other CRM/ERP tools.
- Incoterms & special Trade and Compliance knowledge including applicability and exceptions.
- Financial understanding of the OTC process including: VAT, billing, proforma requirements, credits.
- High level of customer orientation.
- Excellent written and spoken communication skills (phone, mail, email).
- Ability to build relationships and networks in a virtual team environment.
- Strong team player with the ability to take ownership and follow-through.
- Flexible individual with a high level of intercultural sensitivity, able to adapt to a quickly changing environment and drive continuous improvement.
- Demonstrated solution-oriented, pro-active “can do” attitude, Willingness, and ability to work under own initiative and time pressure, effective decision maker.
- Self-motivated with assertive communication skills, positive and result oriented attitude – taking ownership of tasks assigned.