- Set standards across the team and lead a customer centric approach
- Lead the team as one integrated team
- Develop the team: from administrative to proactive, customer focus
- Oversee the achievement and maintenance of agreed customer service levels and standard KPI's
- Be in close contact with the sales and supply chain
- Collaborate with commercial managers to prioritize and ensure USA business continuity in a smooth way
- Bring the wide company perspective into the team
- Create and implement standardize processes and procedures to the team related to the daily activities, within the systems we use (ERP, CRM, BY): samples handling, questionnaires, complaints, CN, RFC, order to invoice handling
- Support commercial manager with sales, RFC and WP analysis and gap follow up
- Follow up service quality level
- Follow up on new projects/customers added into the team, keep the work balance across the team
- Follow up on some key strategic customers and all contract/BPO
- Executing customer communication activities (QA related notifications or marketing)
- Guiding the team in the event of a crisis to ensure support to our customers.
- Business / commercial education is a plus
- Minimum of 5 years of relevant B2B experience
- Minimum of 3 years of team leading experience
- Ideally experience with a value-added solution provider
- Fluent in English and excellent written and verbal communication skills.
- Analytical mindset
- Desire to work in an international, multicultural environment
- Discipline to initiate first contact and to make the first step
- Service orientation
- Experience with Microsoft, CRM/ERP software
- Sound conversation techniques
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Description
RESPONSIBILITIES
QUALIFICATIONS