Education / Language skills
- University Master degree in Business studies or related
- Fluency in English
Experience -
- At least 2 years of experience in managing a team of supervisors or team leads
- At least 5 years of experience in Customer Management
- Related experience in working in an ERP environment
- Related professional experience in multi-national or FMCG environment
Behavioral Competencies:
- Strong influencer, able to challenge management and staff where appropriate
- Charismatic and dynamic
- Excellent team player, able to develop strong relationships with colleagues and peers
- Leads by example, and lives the company's values
- Ability to coach and motivate team members and foster a cooperative team environment
- Ability to communicate effectively both orally and in writing.
- Ability to build productive working relationships across functional areas
- Capable of being entrusted with - confidential- information
- Ability to cultivate an environment focused on customer satisfaction
- Ability to identify and document personal skill development goals and milestones
- Ability to troubleshoot problems for others
- People management and leadership skills
Technical and Process competencies:
- Budget management
- Ability to consider cost-impact versus customer-impact and able to find the right balance
- Computer skills (Microsoft office: Excel, Outlook, Power Point)
- Extensive knowledge and understanding of Customer Service Management processes
Key Metrics
- CSAT
- Service level (impact on beer delivery)
- First level resolution
- Average handling time
- Order processing within lead time (D-1, D-2)
- SLAs delivery
Didn’t find the job appropriate? Report this Job