O2C Lead EMEA

Client Description:

For Our Client well-known and stable chemical company we are looking for candidate on O2C Lead position

Candidate Profile:

• 5-10 years of professional experience in order management area
• At least 2 years in team management
• Proficiency in English (preffered C1)
• Good understanding of SAP will be added value
• Ability to assist and resolve concerns related to tools and processes for CSRs
• Skills in identifying improvement opportunities and fostering a culture of continuous improvement
• Experience in coaching CSRs to deliver excellent customer service and meet service goals
• Capability to evaluate and implement new support tools and adopt proactive approaches
• Proficiency in managing processes, support systems, and reporting
• Experience in initiating and completing process improvement projects

Responsibilities:

• Drive operational effectiveness through continuous process improvement and training in rebates, invoicing, and consignment
• Develop team of over 10 FTE's
• Assist CSRs with tool and process-related concerns and difficulties
• Support the Country Customer Service team in identifying improvement opportunities and fostering a culture of continuous improvement
• Coach CSRs to provide excellent customer service and meet company service goals
• Identify improvement opportunities and implement action plans within the customer service team
• Evaluate and create implementation plans for new support tools and adopt a proactive approach
• Manage processes, support systems, and reporting
• Facilitate work processes to ensure customer satisfaction, increased efficiency, and business results
• Initiate and complete or facilitate process improvement projects
• Experiment with new methods to enhance customer support