07 sep
|
Teleperformance
|
Madrid
07 sep
Teleperformance
Madrid
The Senior Customer Account Lead ensures end-to-end customer account coordination across the O2C cycle — from order entry to delivery, invoicing, and post-sales issue resolution.
The role serves as the main operational interface between Customers, Sales, and internal support functions, ensuring that service levels and process quality meet our client's customer-centric standards. It is a key position to deliver a “One Customer” experience through process discipline, visibility, and proactive communication.
Main Tasks
- Is in charge of ordering for Gold Customer
- Is in charge of solving the problems (aka cases) of Gold Customers
- Manage and oversee the complete Order-to-Cash cycle for assigned customers.
- Coordinate with Sales, Logistics, and Finance to ensure smooth order flow, on-time delivery, and accurate invoicing.
- Act as escalation point for complex customer issues (delivery, billing, claims) ensuring timely and professional resolution.
- Ensure adherence to customer segmentation rules (Gold, Silver, Bronze) and defined service levels.
- Drive the adoption of digital tools such as the Customer Portal, CRM, and EDI for self-service and transparency.
- Monitor performance indicators (OTIF, backlog, blocked orders, open claims) and communicate improvement actions.
- Facilitate alignment meetings between commercial and operational teams to discuss performance and pain points.
- Support onboarding of new customers, ensuring master data completeness and training on digital tools.
- Lead continuous-improvement activities to simplify processes and enhance customer satisfaction.
- Support change management and knowledge sharing across European Customer Care teams.
- German proficiency at C1 level or higher.
- English proficiency at C1 level or higher.
- Comprehensive knowledge of the Order-to-Cash process and its interfaces (Sales, Logistics, Finance).
- 3+ years of experience in Customer Account Management or Customer Care leadership.
- Bachelor’s or university d
📌 Senior Customer Operations Lead (Madrid)
🏢 Teleperformance
📍 Madrid