Main Purpose: Execution of the best in class service through effectively managing the CI team to have excellent interactions with customers in order to ensure customers’ business needs are fulfilled and sales targets are met in partnership with the Commercial organization.
Main tasks and responsabilities:
-Understand customer needs, market specificities and commercial strategy in order to proactively develop targeted actions to ensure smooth business execution.
-Drive all actions to achieve highest customer satisfaction by working closely together with all relevant functions.
-Manage internal communication and alignment with various stakeholders like Commercial, Customer Operation,
Supply Chain & Distribution and other support function teams (i.e. Finance, etc)
-Being the CI representative in alignment meetings with internal & external stakeholders.
-Process & Governance Partnership with SC Excellence /IT for implementation of tools/processes.
People Responsibility for the Customer Interaction Team:
-Hire and onboard new team members and support people processes/development.
-Organize the CI teams: Defining structure, responsibilities, service relationship in order to act as primary communication contact for assigned customers. Coordinate activities to ensure that workload amongst the team is distributed properly, ensuring that customers' accessibility to the team is consistent and uninterrupted. Clearly articulates and reinforces roles and responsibilities of team. Proactively drives corrective action when performance gaps are identified...)
-Supports and coaches CI Representatives in the creation and execution of personal and business development goals, removing roadblocks where possible.
-Coaches team through conflict, helping others stay focused on goals and resolving the conflict in a constructive and mutually beneficial.
-Ensure KPIs and metrics are aligned with overall Customer Service vision and Utilizes KPIs and metrics to ensure that Customer Interaction Representatives perform and execute work in accordance with defined timelines and service level agreements, and adhere to all SOPs.
-Communicate priorities to the team and ensure implementation accordingly.
-Support the CI team in the operative execution of the daily task when applicable.
-Act on issues escalated by the team, e.g. regarding product shortages, etc.
Qualifications & Competencies:
-BS/BA in Business/Economics, Agronomy, Supply Chain Mgmt, or related fields; MS/MBA preferred.
-4 years of operational experience in Customer Service, Commercial, Logistics, Supply Chain & Administration.
-Strong knowledge of the main markets of competence.
-Experience in SAP and ordering tools or similar systems.
-Key competencies: customer focus, strategic mindset, results orientation, collaboration, agility, conflict management, decision making, strong communication, interpersonal, negotiation, relationship management skills.
Spanish native level and English advanced level.
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