We are looking for a highly experienced Senior Customer Service Lead to elevate our customers' experience. We need someone who can not only lead with expertise but also elevate our customer service standards to new heights.
This is a strategic and operational leadership position, building, improving, maintaining relationships with internal and external partners are the keys for this role.
You will be the champion of internal & external customer care experience, driving service excellence, leading transformation initiatives, and ensuring seamless coordination across Sales, Supply Chain, Logistics, and Operations.
This position plays a critical role in shaping the customer journey & delivering exceptional customer care experience
Key Responsibilities
Customer Service Operations Leadership
- Daily support to the field associates, technical support, inquiries.
- Build and maintain strong relationships with field associates.
- Ensure efficient coordination with Supply Chain, Logistics, Demand planning and Warehouse teams to guarantee smooth order fulfillment.
- Ensure great coordination with Finance, Credit & Cash Collection team to support the cash flow
- Optimize workflows to reduce response times, ensure accuracy, and enhance customer satisfaction.
- Resolve escalated customer issues and complex service challenges.
- Drive revenue growth within the portfolio managed by the Customer Service team.
- Contribute to team meetings and business partner meetings
- Master Data management
- Account creation & update
- Pricing maintenance
- Handle Admin tasks
- Send Invoicing & POD’s mails to a list of Customers
- Call handlings & support order entry
Customer Experience & Continuous Improvement
- Lead customer business reviews and implement structured feedback loops.
- Partner with Sales and Business Development teams to support account expansion.
- Analyze service data to identify trends and opportunities for improvement.
- Lead continuous improvement initiatives to elevate service reliability and efficiency.
- Stay updated on best practices, technologies, and tools shaping modern customer service.
- Seek opportunities to find efficiencies and recommend process improvements
- Complaint management
People Leadership & Development
- Strengthen cross-functional alignment with Sales, Finance, Product, and Supply Chain teams.
- Promote professional development, retention initiatives, and team well-being.
- Effective cooperation with peers
- Ensure good working relationships with all local members,
- Role model for behaviors and company values (Leadership Model - Leading to Thrive)
Competencies
- Logistic background
- Accountability
- Customer Focus
- Peer Relationships
- Problem Solving
- Drive for Results
- Time Management
- Process Management
- Continuous Improvement
- Functional and Technical Skills
- Business Acumen
- Conflict Handling
- Self-awareness and development
- Emotional Intelligence
- Effective Communication
- Change Management Approach
- Analytical skills
Requirements
Prerequisite:
- Min 3 years to 5 years of relevant work experience
- Fluent English
- Fluent French
- Strong ERP knowledge
- Strong Logistics skills
Advantage:
- Previous experience as business sales assistant or Key account specialist