Position Objective:
- The primary responsibility is to lead the Customer Service Unit to provide excellence in customer care and to move the business to a position of global strength through continuous improvement.
- Team Management
- Leads, coaches and manages the Customer Service team
- Operates as a Centre of Excellence and Value Add profit generator for the organization
- Coordinates and ensures compliance on Customer Service excellence training for the CS team members
- Monitors Global Customer Service KPIs: Customer Service Credits, Welcome Calls, Audit Adherence and as directed by the Global Leadership Team
- Leads the various best practices and global initiatives rolled out from management
- Manages escalations for the team, from internal & external customers
- Manages the workload balance, including acting as a backup as required
- Customer/Stake Holder Management
- Builds relationships with key customers and utilize that relationship to manage requests from the customer for mutual benefit.
- Develops tools to enhance customer service levels
- Minimum Job Requirements
- Bachelor's Degree Holder
- 3 years job related experience particularly in order and customer management, in a manager or supervisor role in a matrix organization
- Excellent communication skills, both in writing and in speaking
- Systems and process improvement oriented
- SAP system working knowledge is an advantage
