EndereçoKey Responsibilities:
25% - Supervise the execution of day-to-day work aiming for continuous improvement & driving process excellence. Analyze and define action plans in order to improve Customer Service performance in general. Manage complex and unusual orders and shipments, including problems resolution with internal stakeholders and thirds party logistics companies.
20% - Build customer intimacy and develop partnerships with Business units, improve understanding of customers' needs and drive initiatives to increase our ability to fulfill those needs. Evolve as Partner of Business and ensure sustainable performance aligned with business requirements and growth.
15% - Manage and ensure continuous development and coaching of team members to increase business acumen, competences and capabilities. Promote Customer Focus values within the team members and ensure sustainable performance aligned with business requirements. Organize Team structure in an efficient way to ensure all team activities are covered, evenly allocated and backed up. Identify, Retain & Develop key Talents.
15% - Lead and represent Customer Service on Regional LATAM transformation projects and lead the implementation of one-time projects to improve the quality of service and effectiveness of Customer Service department. Explore alternative business models, systems and tools to be used.
10% - Monitor process performance based on agreed KPIs and Objectives and develop performance improvement plans when needed to ensure seamless Customer Care operations.
10% - Responsible for internal/external audits for Customer Service; cooperation with auditor; development of risk mitigation strategies.
5% - Other incidental duties as assigned by Leadership.
Education and Experience:
Bachelor's Degree in related field, related experience in Customer Service and
Demonstrated track record in people management Required
Master's Degree or equivalent in related field Experience, working in a regulated industry Preferred
Additional Skills:
- Proven successful project management leadership skills
- Proven expertise in Microsoft Office Suite and related tools and systems
- Excellent problem-solving, organizational, analytical and critical thinking skills including high discretion/judgment in decision making
- Excellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives
- Extensive understanding of Customer Service procedures while defining team operating standards and ensuring essential procedures are followed based on knowledge of own discipline
- Extensive understanding of related aspects of Customer Service processes and/or systems
- Knowledge of financial mechanism that relates to Customer Service
- Demonstrated skill set to manage assigned team and provide coaching and feedback, including responsibility for all employee actions including hire/fire authority and partnering with HR on all aspects of employee relations
- Ability to develop and integrate metrics into the projects and operations that clearly demonstrate the value of Customer Service to the business
- Strict attention to detail
- Ability to interact professionally with all organizational levels and proactively escalate issues to appropriate levels of management in the organization
- Ability to work and excel within a fast paced, dynamic, and constantly changing work environment
- Frequently interacts with customers, and/or functional peer group managers, normally involving matters between cross-functional teams and the company; often leads a cooperative effort among members of a project team
- Adhere to all company rules and requirements (e.g., pandemic protocols, Environmental Health & Safety rules) and take adequate control measures in preventing injuries to themselves and others as well as to the protection of environment and prevention of pollution under their span of influence/control
