Manage a team of customer experience representatives to drive delivery of exceptional customer service. Develop strong collaborative customer relationships ensuring the evolution of Customers satisfaction and leadership on action plans as necessary. Ensure order book management delivering on company revenue goals - RAF (Latest Estimate) month ending. Ensure adherence to agreed internal routines to achieve strong E2E SC Orchestration and stakeholder engagement. Utilize data to optimize performance and drive operation stability (workload management & process adherence). Drive change as a leader and continuous improvement throughout the customer experience organization. Break down and execute CX strategy ensuring CX team engagement, process adoption and routines. Improve forecast precision (no forecast / over forecast) for inventory optimization. Exemplify and drive adherence to quality, safety and compliance standards. Lead collaborative planning sessions & service reviews with selected customers. Drive a coaching culture ensuring self and team development. Continuously embrace customer feedback to balance customer needs create value and business growth. Oversee the entire customer journey effectively capturing and deploying customer value and driving continuous improvement. Facilitate negotiation of customer SLAs to ensure alignment on service expectation and performance metrics. Optimize the seamless order process, continuously driving improvement and corrective action during pre-order phase. Bachelor's degree in supply chain management, logistics, business administration or a related field 3 to 5 years of experience in customer service and/or order management Previous experience as supervisory/managerial Advanced level of English Excellent communication skills and team spirit Knowledge of MS Office applications, SAP and Customer Relationship Management (CRM) is a plus Partnering and Collaborating Building Client Intimacy Influencing & Persuading Communication & Active Listening Data-driven decision-making Results-oriented Emotional Intelligence Strategic mindset Problem solving Entrepreneurial Efficiency Management
