Job Details

Develop, lead and integrates a team of customer service specialists.
Ensure team is highly effective; individuals are motivated and positioned to realize their potential.
PAD, individual development plans and training programs
Deliver highest quality service to customers in AFMEI by handling customer requests in a timely and professional manner.
Ensures long term value creation for the company while increasing customer satisfaction
Customer satisfaction surveys, complaints, Sales volume in KT
Act as primary interface with Planning, Sales, Business and Supply Chain in order to serve the customer in the most efficient and effective way.
Maximize value for  and ensure effective interfaces with all partner functions
Feedback from business partners, KPIs, complaints, working capital (DSO) in days, bad debt
Develops strong relationships with key stakeholders (customers, business, HR, SC, Finance, etc) and builds an effective network.
Operates as quickly and effectively as possible in achieving targets.
Employee and customer feedback. Achieving goals in a timely manner
Responsible and accountable for the resolution of order-to-cash process problems and effective communication to all involved parties
In order to improve customer satisfaction and minimize risk for the company
Customer survey, quality and complaint reports, internal feedback
Initiate, drive and support improvement projects in line with strategy and guidelines.
Ensure continuous innovation in services and processes, be result oriented and get best return on resources
KPIs, project monitoring, feedback from internal and external customers
Develop, agree and monitor KPI dashboard for CSR and take corrective actions in case of deviations
Achieve goals and meet annual budget
Performance vs goal and budget, monthly reports
Thrive for standardization and harmonization of processes and procedures within the different Customer Service offices.
Reduce complexity and different work practices
Workload analysis
Share, develop and apply best practices within the organization with respect to office organization, documentation, filing, etc
Increase efficiency of office activities
Internal audits, work instructions,
Develop and implement an effective and reliable back up system for the customer service team. Coordinate and align with other teams when required
Ensure business continuity
Customer feedback, office coverage, phone answers, availability
Respects all policies and procedures and proactively lives them and ensure their team is living them as well.
Ensures formal governance compliance and company work ethic culture
Internal and External audit
Actively working on process improvements by sharing best practices with other offices
Follow the company policy about Product risk management as well as directives and procedures from Product Stewardship Manager AP & AFMEI.
Follow up of claims in guidance with the policy for product risk management.

Leadership Competencies

Building Effective Teams - Blends people into teams when needed. Creates strong morale and spirit in the team. Shares wins and successes. Fosters open dialogue. Lets people finish and be responsible for their work. Defines success in terms of the whole team. Creates a feeling of belonging in the team
Teamwork Attitude willing to strive together in order to realize solutions in a challenging team setting, looking for common interest, aspires to reach answers to problems and solutions in the interest of the company
Communication - Communicates messages in a clear way that does not leave room for ambiguous interpretation
Decision Quality Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
Developing Direct Reports and others Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them, pushes people to accept developmental moves; is a people builder 

Priority Setting Spends his/her time and the time of others on what's important; quickly zeros in on the critical few and puts the trivial many aside; can quickly sense what will help or hinder accomplishing a goal; eliminates roadblocks; creates focus.

Functional Competencies

Customer Focus Anticipates and acts with the customer in mind; is dedicated to meeting and/or exceeding the expectations and requirements of the customer to deliver exceptional value; establishes and maintains effective relationships with customers and continually seeks feedback and information to improve products and services.
Innovation Drives innovation and creativity in pursuit of superior performance; looks for new and better ways of doing things; generates new ideas, challenges the status quo when choosing a course of action
Drive for Results Steadfastly pushes self and others for results; works with passion and a sense of urgency; seeks opportunities to improve results and processes in a proactive manner; contributes to the goals and profitability of the company. KPI
Motivating Others - Creates a climate in which people want to do their best. Empowers others. Invites input from each person and shares ownership and visibility. Makes each individual feel his/her work is important. Is someone people like working for and with.
Interpersonal Capability Builds appropriate rapport with others; is comfortable receiving coaching and feedback from others; builds constructive and effective relationships; uses diplomacy and tact; diffuses even high-tension situations comfortably; encourages cooperation and collaboration; is candid with others; solves problems with others with a minimum of noise.
Order to Cashprocess Understands the process in general and in particular the differences between the business units from forecast, order entry, planning, allocation, shipping up to billing. Has good network with all involved stakeholders and good knowledge of SAP
Quality Management Good knowledge of the Quality Management Systems and the Quality Notification process. Handles, resolves and monitors customer complaints in a tactful and professional manner. Participates in external and internal audits.
Problem Solving Ability to analyze problems and detect root causes. Implements and monitors tools and measures to resolve the problems
Master Data Understanding the set up of master data in SAP under his responsibility and ensure accuracy in close collaboration with Master Data team
Credit Understands the customer related financial coherences. Liaises with FSS, credit and tax and informs the AM in case of issues
Change Management adapts and facilitates changes, becomes comfortable in new circumstances and discusses and supports the need of changes in a constructive way. Leads smaller projects.
Languages:
English and preferred one other language of the main country under the responsibility.

Reference ID - GH/EPC/Customer Service Manager/JC//27022018//74104