Hk-725 - Global Customer Service Director
Responder al anuncioMarkem:Imaje delivers fully integrated solutions that enable product quality and safety, regulatory and retailer compliance, better product recalls, and improved manufacturing processes. As our Global Customer Service Director, you will be responsible for the overall Customer Experience by ensuring best-in-class tools, processes, and proactive communications are in place. You'll have an opportunity to lead a global organization focused on a culture of continuous improvement, cross-functional teamwork, and daily management of the team responsible for the order to invoice. You'll be located in our Office in Sant Cugat (Barcelona) and report to the Supply Chain Vice President located in our HQs in Geneva. What you will do:The Customer Service Global Director is responsible for the execution and quality of the following processes:Strategically lead and develop the regional customer service operational management team to enhance overall performance by setting clear accountable metrics. Act as the Voice of the Customer across the organization; Improve NPS (Net Promoter Score), Customer Satisfaction, and other customer-facing metrics related to end-to-end performance. Act as the liaison between the commercial organization and the rest of the SC organization for order management. Ensure efficient order management and communication with full alignment with the commercial organization, finance, compliance, and all other relevant supply chain departments. Ensure the right organization is in place to optimize 'cost to serve. 'Define the optimum organization setup, review captive vs. outsourced models. Drive operational performance within agreed SLAs and KPIs with a focus on operational efficiency (Cost to serve, order to cash process) by having a strict cadence of KPI reviews with action plans to improve. Help identify and recommend enhancements to technology, footprint, or processes to improve overall Customer Experience. What you need to have:Bachelor's degree with 5+ years of experience in a Customer care, customer service, or supply chain role including strategic and operational responsibilities with a regional or global scope working closely with customers. Deep understanding of Order to cash operations. Extensive experience in managing operational customer service teams. Strong strategic and customer focus with an understanding of the wider issues impacting the customer experience. Budgetary responsibility experience. A demonstrated track record of success in operation management. Critical and innovative thinking. People leadership skills. Experience in global matrix organizations. Fluent in English. Collaborative entrepreneurial spirit. Winning through customers. High ethical standards, openness, and trust. Expectations for results. Respect and value people. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factor. #J-18808-Ljbffr
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