Responsibilities:
1. Manages all facets of the customer service team with specific emphasis on Order Management process- from pre-ordering coordination to final invoicing.
2. Acts as the senior intermediary to facilitate the customer service efforts with the sales organization, dealer network, and numerous internal departments including the production scheduling and distribution processes to meet customer demand.
3. Build and maintain a dynamic customer service team and environment that manages profitable relationships by providing a superior level of customer service and enhancing the overall customer experience.
4. Conduct performance reviews. Provide coaching and career development training for direct reports.
5. Manage annual departmental budget/headcount.
6. Gather and analyze frequent feedback from both internal and external customers regarding departmental performance. Provide measures, reports and factual feedback to help drive improved service.
7. Make recommendations in areas such as those needing improved communication tools, more detailed information, new training tools etc. Develop internal channels of communication (Marketing, Sales, Engineering, Distribution, Global Alliances etc.) for sharing key findings.
8. Maintain thorough knowledge of company processes, products, and services.
Requirements:
1. Bachelor’s degree (business) or equivalent or 3-5 years in progressively more responsible positions (ideally in a service area).
2. Working knowledge of SAP (SD and MM modules) or related ERP environment
3. Minimum of two years supervision experience: including performance appraisal process, staffing responsibilities etc.
4. Minimum of 4 years experience in working with field sales, dealers, marketing and operations.
5. Minimum 2 years management experience in a shared service centre environment
6. Strong analytical skills
7. Knowledge of Order Management
8. Basic financial skills
9. Demonstrated customer service passion and a willingness to go the extra mile
10. Understanding of process and a desire to use process to drive continuous improvement
11. Demonstrated computing abilities in the area of ERP systems (SAP or similar in MM and SD modules, MS Office Suite, including excel)
12. Able to build external relationships (internal and external customers)
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