The purpose of this position is to successfully supervise Customer service team of CSRs and to take necessary actions in order to guarantee customer satisfaction, increase productivity of the team and provide development opportunities for the team members in order to retain and motivate them.

The individual is an expert in Customer Service with the following objectives:

• Drive operational effectiveness through leadership in developing, implementing and monitoring policy, procedures and performance metrics.

• Identify improvement opportunities and create culture of continuous improvement.

Monitor customer satisfaction and develop plans to address concern areas

Primary Responsibilities:

CS team management

• Lead continuous improvement and drive commercial excellence of our key commercial strategic processes as OTC ( Order to cash) Management, Distributor Management, Pricing and Commercial Excellence. Ensure effective and standardized implementation of these processes across regions
• Supervise, train, develop and coach staff (direct and indirect reporting relationship) in a manner which results in their meeting designated performance expectations and department objectives. Provide ongoing training, support and supervision.
• Enable/develop opportunities for (senior) CSR's to have in-depth knowledge of their customers and actively coach team members.
• Identify training needs and ensures execution of training plan.
• Provide functional guidance to the team related to commercial areas, Taxes,  Rebates and Commissions.

• CS Delivery performance

• Ensure consistent application of Work processes and tools across all individuals. Develop solutions to operational issues that surface.
• Interact with Commercial Leadership to ensure that the customers' requirements are understood and commitments are met. Document agreed differentiated service levels in 'Business Service Standards'
• Set KPIs and performance management process, deliver reliable and timely insights, assess regional sales effectiveness and productivity, identify drivers per data analytics, and develop recommendations for improvement
• Network with Commercial  Managers, Credit, Finance, Logistics, Supply chain and other adjacent functions to resolve escalated issues
• Take active role in escalation process in times of supply difficulties.
• Ensure complaints are captured and processed according to business policy.
• Facilitates the use of latest tools including e-Business capabilities, automation initiatives within the team and at customer. Works with Business / Sales Management to align Strategy for Customer Interface.
• Monitor metrics of the team to ensure customer satisfaction targets are met. Develop methods to understand, monitor and report customer satisfaction. When customer satisfaction falls below established thresholds, develop plans to correct. Create process to leverage positive customer satisfaction experiences as learning opportunities and best practices
• Is responsible for assigned Customer Service budget and cost control. Provides adequate approvals where required in line with DOA.

• Compliance

• Ensures activities of the group are in line with all requirements in order to meet SOX compliance and performs control owner activities for SOX and internal controls.
• Review audits reports and take necessary actions if needed.
• Ensure SOX/Audit compliance of the returns process.
• Ensure Anti-Corruption Due Diligence process is applied for every relevant new customer.

Requirements:

• 10-15 yrs Solid experience in Commercial (sales / marketing) in a product based multinational organization preferably in chemical industry.Should have 4-5 Yrs of team handling experience.
• Excellent and proven analytical capabilities and financial acumen in complex environments.
• Excellent knowledge of OTC processes and systems.
• Exceptional interpersonal skills with the ability to be versatile and flexible with Team members, business partners and customers, while effectively influencing others and managing outcomes.

• System knowledge: proficiency in MS Office and good knowledge of SAP, BW, SFDC as well as other technology and systems. Work process aptitude is critical to success.

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