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.
QUALIFICATIONS
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