Position Summary (Describe briefly the overall purpose of this job)
Responsible for the leadership, evaluation, strategic direction and alignment of the USCAN customer service organization. This includes, but is not limited to, streamlining policies, processes and organization structure, in order to drive customer satisfaction. This critical position will lead, align and develop the Customer Service team, which consist of order tracking, order entry, order management to improve overall efficiency and customer focus. Strong coordination with the supply chain team is critical. This opportunity requires a business leader with a commitment to enabling our customer support processes and reporting metrics to be customer focused, while maintaining operational excellence and discipline. Work closely with critical stakeholders to enable business success, while providing the highest level of customer satisfaction. Analyze current organization and deploy associates in the most efficient way, while setting collaborative targets with the sales management of all business units. Establish business standards that drive proactive customer service and deliver strong support to the field sales organization.
Key Roles & Responsibilities: % of total activity (Use verbs that most accurately describe your level of contribution, e.g. develop, implement, execute, coordinate,
participate, signatory powers and give an approximate idea of how much time you spend on each role)
Provides strategic leadership to customer service operations, while working collaboratively with customers, the commercial leadership team and internal support functions to optimize customer satisfaction. Drive operational efficiencies that support organic growth strategies.
Drives organizational structure and talent management to support business strategy, revenue/sales plans and objectives. Create a motivating work environment along with an efficient and flexible organizational culture.
Initiates strategic and tactical policies, processes and performance standards. Develop and implement change as needed. Collaborate with EMEA customer service peer on these duties, to establish global alignment where possible.
Implements a target-driven, performance based customer centric culture with a balanced approach between product and process focus.
Translates the regional business and sales strategies into a Customer Service process with tangible activities and measureable targets. Responsible for developing and implementing strategies to that will evolve the delivery of end to end customer service from a “reactive” to “proactive” environment.
Collaborate with the Commercial leadership team and Sales Operations Director to achieve best levels of service at the most optimal cost in order to meet the yearly sales and expense plan.
Actively engaged in the development and implementation of the Global M3 ERP system, with a focus on Quote to Cash M3 processes and the Change Management activities associated with this implementation. Work with Global ERP process leaders to ensure system setup is designed to deliver the desired customer satisfaction
Harmonizes the sales and order fulfillment processes across all Global ERP systems (until M3 and later all what is outside the system) to enable the Product family associates to work effectively and efficient.–
Effectively communicates the overall business strategy and USCAN targets within the CS organization. Works closely with the managers to create a metric driven, team environment that provides the opportunity for ASI associates to contribute to the bottom line.
Knowledge and Expertise used in the job
Sufficient understanding of various ERPs and Data warehouse.
Good knowledge in the order fulfillment chain and adjacent functions.
Excellent expertise of using KPIs to measure the right things.
Problem Solving: (Analytical skills, complexity of problems/situations, nature of information gathering, degree of innovation…)
Problem solver by nature. Can resolve conflicts in an adequate way.
Uses data to make decisions, highly analytical while still interpersonal excellent.
Can work very independently, but also close with the management team for USCAN.
Excellent organizational talent and firm in process thinking, collaborates with SSC and Supply Chain.
Guidance and Leadership: (Extent of people management (allocation of work, motivation, coaching, development, performance evaluation). Extent of technical leadership, project management…)
Focus on People and Process Leadership - leads, coaches and develops Customer service teams across all Product families to steer team towards streamlined process across the Product Families and geographical boundaries. Requires sensitive diplomacy to reach consensus on path forward.
Human Relations Skills and Communication: (Frequency and complexity of information exchange, type of interaction with individuals and groups including need to negotiate and influence inside and outside organization)
Excellent people management and communication skills up and down.
Experience in leading through significant process, organizational and system changes with positive results
Has a great customer focus and can discuss and negotiate critical issues with customers when escalated
Strong written and verbal skills with proven ability to make effective presentations to business leaders and C-level executives
Job Requirements And Qualifications:
Indicate the minimum qualifications and experiencerequired in order to be able to do this job
Typical Professional Experience:
7 - 10 years sales and/or customer service experience and 5 - 7 people management experience is an advantage
KPIs & Financial Responsibilities (budget, revenue):
Legally Required Licenses/Certifications:
Work Environment / Physical Requirements / Travel Requirement
Customer visits as required
Incumbent provides back up to (job title) :
When absent, incumbent delegates to (job title)
Expectation for all associates:
Every associate is required to be alert to the health of safety of self and others and to follow the guiding principles of the company: open, honest, listen, accountable.