Head - Customer Care - Supply Chain Domain - Chemical Firm

Industry - Manufacturing and Production

Skills - Customer Service, Supply Chain

Job Type - Permanent

Description - Heading Customer Service for one of the leading Chemical Giant. A Global role with exposure to International Markets and Personnel.

Client Details -

- Client shares a rich history with India spanning more than a century. With our vast knowledge in the field of chemistry, we manufacture high-quality, innovative products that cater to a wide range of industries. Client in India has 9 production sites, 2 R&D centers and more than 2,000 employees and is well positioned to meet the current and future needs of the ever-growing Indian market.

Description -

- Provide direct leadership to Customer Service Lead (as applicable) : Lead and coach the customer service team in sub-region SC Services Platform and manage employee performance assessment and development process. Monitor performance vs service level agreement and regular review with Business Units

- Provide Professional Guidance plus to Customer Service Lead (as applicable) : Target setting jointly with BU incorporating Customer Care framework and objectives. Participate in employee performance assessment and development process managed by disciplinary manager of Customer Service Lead

- Perform sub-regional Order To Cash process governance role :

- Implement new Order To Cash processes and ensure adherence to the defined processes, process consistency and quality

- Continuously improve the processes using cross Business Units / Functional Units synergies and best practices aiming at efficiency, reliability and flexibility under the guidance from Regional Head of Customer Care

- Establish customer focus and service excellence culture in the customer services community in the sub-region and contribute to objectives of Regional Customer Care

- Develop and maintain appropriate KPIs for reporting to manage performance of the Customer Service Team

- Manage key stakeholders and partners in customer services community by timely and effective communication

- Build a strong customer services team through career development, professional training and coaching to the customer service team

Profile -

More than 15 years experience in Supply Chain and customer service

- Minimum 12 years of relevant experience out of which preferably 4 years or more in Leading Customer Service team

- Master's degree in business and / or supply chain preferred

- Experience in customer service, supply chain, sales, controlling and in managing a team of no less than 8 members

- Knowledge of Order To Cash / business processes / SCM preferred

- Good understanding of the products/services of relevant business segments and functions at sub-regional level

- Service excellence competencies

Job Offer

To work with a truely Global MNC and a chance to establish themselves in a key position in the Supply Chain

Contact - Nayan Patel

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