Main Accountabilities / Key Tasks
Accountable for Order to Sales processes
- Supports with daily operating tasks in order to create a smooth and efficient order to cash process and a high customer satisfaction. This includes Order processing, Invoicing, Transport planning, Export order handling, etc.
- Monitors execution of agreements made with internal/external customers and suppliers
- Monitors execution of daily tasks and signals potential (threatening) deviation in order to be able to react on time
Managing Service Levels
- Flawless servicelevel reporting
- Designing and driving performance control system
- Leading root cause analysis for KPI’s and Service Level, including implementing corrective actions
Leading a Customer Care team
- Leads/coordinates a Customer Care (Support) team (incl if applicable VMI planners)
- Sets up and executes a team year plan based on the department year plans together with the Customer Care Lead and Logistics Account Manager(s)
- Determines priorities within customer care team and steer team accordingly
- Makes daily work planning and divides important tasks among team members
- Ensures high level of customer satisfaction of customer service department for customers
- Correctly registers employee administration of own team (e.g., working hours, sickness)
- First level of escalation in case of operational or customer issues
People development
- Leads, coaches, motivates, and develops team members
- Executes standard employee performance cycle for own team
- Has change capability, is able to coach, and motivates team members towards change (for example on changed way of working) and lift team to higher standards
Information, Communication and Continuous Improvement
- Update reporting, work processes, quality regulations on time
- Aligns with Logistics Account Manager on customer specific order to cash related improvement opportunities
- Determines in close relationship with Logistics Account Manager the customer specific topics to optimize on for excellent execution
- Aligns with the other Customer Care Team Leads about an excellent execution and one uniform way of working for all Customer Care colleagues
- Participates in customer visits with Logistics Account Manager along needs Continuously looks for opportunities & improvements within daily work context and lead these projects to successful implement solutions.
- Together with other Customer SC department responsible to realize service level and other Logistics targets (e.g., minimization of waste)
- Secures clean desk way of working in SAP and analysis problems if occurred
Department overarching Process Optimization Projects
- Participates in cross-department improvement projects as well as customer improvement projects
- Participates in projects driven by the Excellence
