Job description Job Title: Customer Service Lead North America, UK and APAC region 1. Purpose of the Job - Primarily responsible for Customer Service Center/Customer Service Management and Reporting process covering 3 Zones (EUR, NAZ and APAC) for accounts handled from GCC India - Ensure that the SLA's and Business KPIs are met as per the Business requirement. - Ensure compliance with company policies and MICS &amp; SOX requirements - Drive CSAT for internal and external customers - Ensure Service Level for On-Time-in-Full deliveries to customers and prevent beer losses - Manage customer request and handle complaints received via respective ticketing tools - Drive Business value creation projects and ensure the implementation within budget and agreed timelines - Ensure BCP plan is in place and continuity of the service is secured during business disruptions - Manage periodical audit routines of the tasks/reports performed and prepared by the Team Leaders - Develop people and drive engagement in the department in order to reduce turnover - Deliver efficiency and automation initiatives for the department and implement the agreed projects according 1YP, while actively managing the ZBB People Package - Alignment of priorities and common initiatives with country teams, Finance Zone teams, CSC Leads, Finance &amp; Proc Service Managers, ABI Employees and Sales teams 2. Accountabilities - Customer Service Management strategy alignment and execution in GCC - Act as a management contact for critical escalations regarding customer services - Lead resolution of complex customer service problems, including alignment on process changes throughout the organization - Actively participate in cross-functional innovative projects with customers and account teams aimed at improvement of customer satisfaction and delivering business benefit - Establish and manage relationships with Sales, Supply, Finance and other functions - Participate in both internal and external customer meetings in case of issues resolution or as part of project work - Ensure Order processing on D-1, D-2 basis is done without OTIF impact - Responsible for Service Level achievement within target - no beer losses - Accountable for Ticket resolution of customer's requests/queries within agreed lead times Reporting of own teams performance including RCA - Ensure customer records are maintained and accurate in accordance with the principles of the Data Protection legislation and Internal Policies - Align on direction and scope of activities performed by department in coordination with in-country, oversee the teams' activities and align resources as necessary to ensure customer satisfaction and quality performance - Enhance efficient and constant collaboration between Key Account teams, GCC and in-country departments in day-to-day operations, achievement of common targets and cross-department implementation of best practices for Service Delivery - Control People KPIs like Voluntary Turnover, Engagement score, Succession planning coverage and talent recruitment - Ensure adherence to programs like Solutions EP, MICS &amp; Compliance, Adopt, Internal audits etc. 3. Qualifications and Technical competencies required Education / Language skills : - University Master degree in Business studies or related - Fluency in English Experience: - At least 5 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

Bangalore

Lead - Customer Service Management - FMCG 

Lead - Customer Service Management - FMCG  ,Job Description for Lead - Customer Service Management - FMCG  in Recruise India Consulting in  Bangalore for (5-12) years of experience. Apply Now!

Job Description for Lead - Customer Service Management - FMCG  in Recruise India Consulting in  Bangalore for (5-12) years of experience. Apply Now!