About this Position
The Customer Services & Logistic Specialist is key member of the Supply Chain Team which includes both Customer Services and Operations team members. The purpose of this role is to develop a sustainable, high functioning Customer Service Team and lead direct reports in the execution of strategies and providing support to all internal and external customers of the organization.
What you´ll do
- Accountable for customer facing activities/customer experience, acting as SPOC for customer, adopting customer centric mindset.
- Run OTC and Customer Service Management, focusing mainly on customer interaction related activities (in/outbound).
- Contribute to the understanding of customer segments, needs and expectations by providing feedback on customer interactions.
- Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT, including regular visits.
- Enter relevant data in the CRM system to create call plan & ensure quality data for business development activities, schedule follow-ups.
- Provide quality service to customers while identifying opportunities to secure new business or support retention via customer interaction.
- Collaborate closely with internal partners, judging and aligning priorities to meet customer needs vs. SC capabilities.
- Support the implementation of organizational changes, processes, projects, pilots and regional best practices.
- Contribute to reviewing operations in own area of work & generate ideas to assist in identifying continuous improvement for operational efficiencies & CX.
- Prioritize own workflow, ensure work is completed with productivity, quality & timeliness; use KPI’s and reports to monitor own performance.
- Utilize customer service systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to improvement.
- Plan own activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction.
What makes you a good fit
- Degree in Supply Chain Management, Economics, Engineering
- 5+ years of Customer Services experience, preferably in a Consumer-Packaged Goods (CPG) industry working in a process driven, systems environment using ERP systems is mandatory. SAP experience is preferred.
2+ years of above should be in any Supervisory/Team Lead roles.