Service Center Manager

Responsible to oversee the overall service delivery of the Service Center. Tasked to establish, implement and implement processes, guidelines and procedures with the objective of providing consistent customer service. Liaise with other departments on operational issues related to Service Center offers and for continuous improvement of internal processes.SERVICE DELIVERY MANAGEMENTManages and oversees the delivery of all service offers of the Service Center, ensuring compliance to standard processes, procedures and policies and according to defined service levels.
QUALITY SERVICE ASSURANCEDefines and implements processes and monitors Service Center KPIs in order to ensure a consistent level of service
COMPLAINTS MANAGEMENT
Ensures that customer complaints are addressed with extraordinary diligence fulfilling the defined complaints management process and within the defined Service Level Agreements agreed with the different departments (Logistics, Operations, Commercial, Technical, Procurement).
CASE MANAGEMENTEnsures that all inquiries, requests and tasks are properly coordinated and executed within the defined service levels to be able to deliver proper, complete, and accurate responses to customer inquiries, follow-ups, and requests for technical assistance.
CONTINUOUS IMPROVEMENT
Develops programs and initiatives or participates in projects that aim to improve the delivery of service offers
SUPPORT SERVICES
Provides support services to the Distributor and Institutional Segments for customer-related requests or report requests that will assist them in their day-to-day decision-making.
TRAINING AND DEVELOPMENTIdentifies, plans and implements training that will continuously enable Customer Service Center Agents to perform service offers.