*This is not an immediate opening but an opportunity to join our talent pipeline for future roles.

Our opportunity

As SCM Team Leader, you are responsible for the operational management of the assigned customer(s) and act as the supervisor for the provider of this. You take responsibility for organizing the efficient and correct execution of customer service and related tasks, as well as for the continuous exploration and evaluation of operational improvement opportunities.

You are a passionate leader who enjoys developing teams through role modelling, leadership and coaching. You drive commercial intelligence within own team and attend regular or ad-hoc joint sales calls with sales teams to provide better service to customers.

You support global and local initiatives and projects and actively contribute to the local management team´s initiatives to strengthen the overall customer experience and departmental performance.

Areas of Responsibility

Operations

• Ensuring team adheres to the standard process and customer specific IOP/SOP and monitors respective KPIs.
• Ensure client’s SLA (Service Level Agreement) is followed and properly executed as well as build, maintain and develop effective and efficient operational set-ups and procedures.
• Report any deviation to the agreed process or on-going issues that can affect the operation.
• Follow and maintain the control of the invoicing process both accuracy and timeliness.
• Continuously strive to keep system timely and properly updated, improve data quality, service levels and productivity.
• Generate operational reports requested by client (reports related exclusively to the operation).
• Supervise that client’s internal users are duly informed about shipment status throughout the process and make sure that all necessary procedures/tasks are carried out timely and correctly, securing a reliable and timely shipment process and delivery of the agreed services.
• Support the team in any escalation or inconvenience that may arise in the operation.
• Help resolve all customer issues and engage relevant stakeholders as required to facilitate timely and effective solutions

Leadership

• Set clear objectives and guide team to achieve targets and performance standards
• Be an active element on ensuring we have a profitable business and cost control
• Lead the team to achieve best-in-class Customer Service
• Coaching and lead team members
• Drive transformations and change management projects
• Conduct weekly operational reviews internally to ensure that any on-going issues are discussed and resolved to the benefits of all parties.
• Organise Customer Services tasks within the team, coach and appraise team members.
• To promote an environment of Effective Communication, Constant improvement and living our values.
• Coordinate holiday/leave for the employees.
• Onboarding of new team members
• Owns the skill matrix of her/his team
• Attract, develop and retain talent
• Actively build strong relationships with customers and gain an understanding of their business, service needs, drivers and desires

We are looking for: