Customer Service Specialist

Customer Service Specialist

 

MAIN MISSION​:

Define, continuously improve and own the customer service processes for Eastern Europe customers in order to ensure excellent satisfaction and smooth delivery of all operations in the region. This role will help prepare the projected set up of a regional hub current 2023 and will play a key role in building adapted processes and indicators and ensure a successful future implantation of services.​

 

ROLE:

• Define customer service processes for the assigned region together with the business, as well as related service level agreements and KPIs​
• Communicate and ensure these standard processes are in place and in use so that customer service operations can run smoothly and efficiently and meet targets.​
• Be responsible for continuously driving process improvement according to all internal and external factors that could affect efficiency and customer satisfaction​
• Participate in creating a culture of superior service experience and performance and support in the future the hiring, training and development processes for the local team​
• Initiate customers service structural initiatives (ex: act on net promoter score results, reduce lead-times, improve processes, systems and process efficiency, etc……), contribute to regional supply chain initiatives that improve performances and efficiency​
• Build and develop relationships at the appropriate level within the Company and with customers to create strong partnerships and ensure smooth collaboration. ​
• Support team members in solving complex issues in their interactions with sites, customers or other stakeholders and advise on the appropriate action/process to be used​
• Participate in operational and business review meeting with key customers when related to process topics

 

KEY METRICS ​(key success measure):

• On-time in full as confirmed as requested​
• Net promoter score​
• Response time to customer’s order / inquiries​
• System and tools rate of adoption Track record in leading successfully customer service operations and instilling a customer-oriented culture.​

PROFILE/ SKILLS:

• 8-10 years minimum experience in customer service / sales back-office in an international environment. Strong grasp of supply chain operations.​
• Ability to guide a team in a multi-sites network in an environment still under construction.​
• Strong understanding of market, industry and supply chain dynamics.​
• English and Polish language on communicative level