Customer Care Team Lead Emea - Kaiseraugst, Schweiz - DSM

DSM

Geprüftes Unternehmen

Kaiseraugst, Schweiz

vor 2 Wochen

Geschrieben von:

Lena Schneider

beBee Recruiter

Beschreibung

Bring your passion. Build the future.

What you'll do

In this role you will lead a team of Customer Care Specialists who own the customer Order To Cash process, handle exceptions to orders, i.e.

availability issues and allocations, transportation, logistics complaints, returns and customer follow-ups. You will ensure a high service level to all markets/customers assigned within the scope of the Customer Care team.

The Customer Care Centre Team Leader interacts with multiple entities across the business including, 3rd party logistic providers, forwarders, Supply Chain & Planning, Distribution warehouses, Premix plants, Account Managers, Commercial Managers and Customer Care in Area EMEA.

Your key responsibilities
Operational tasks

Adopt and promote best practice as well as OTC process' continuous improvement
Ensure conformance to country specific regulations in close collaboration with the responsible markets and sales organizations
Coach CCS's and give support to Account Managers regarding proper set up of customer in SAP to guarantee a smooth OTC process
Support Account Managers with increasing request of EDI connections and Vendor Managed Inventory
Coordinate all matters pertaining to transportation with our lead logistics service providers
Process and monitor Customer Complaints within the team and identify potential problems by means of root cause analysis and implementing corrective and preventive actions in close collaboration with the Customer Care Managers
Complaint investigator for logistic issues within the own CCS team
Follow and develop Standard Operating Procedures, assuring a uniform methodology and easy backup between teammembers
Organize and lead review meetings with the markets
Interface internally to Finance & Administration to ensure fulfillment of all information needs and credit management requirements
Adherence to segregation of duties and SHE guidelines.

Team management

Ensure that the team evolves to meet the business needs and helps to build a dynamic and serviceoriented culture within the customer care department with the objective to achieve high and sustainable service level and customer recognition
Ensure communication and information exchange between CCSs and Account Manager and build relationships
Organize and ensure onboarding of new hires according to the training template
Define objectives and conduct annual performance review according to KPI's with the direct reports
Coach and support each direct report in their career development.

We bring

A hybrid workplace that offers flexibility to employees across the business
A dynamic work environment with an experienced supporting team
A dynamic work environment with many challenges that give you the possibility to work autonomously and with a team in finding the right solutions
Exposure to a diverse geographic scope across EMEA.

You bring

Commercial education followed by practical experience in Customer Care /distribution and or transportation/ logistics/supply chain activities
5 years' experience in a Customer Care function, People Management skills would be an asset
Understanding of OtC process and special requirements for some countries
Familiar with Incoterms, liability matters pertaining to Insurance, customs requirements, documentation
Very good understanding of SAP R3 SD Module
Very good command (written & verbal) of English, additional languages (German and / or French) would be an asset
Accurate, solutionoriented and customer friendly communication style.

About our team

The Customer Care Center (CCC) EMEA is located in Kaiseraugst and operates throughout all Europe, the Middle East and Africa with a highly qualified multilingual/cultural staff.

The products ordered by customers and international Key accounts are sourced from our Distribution Centre in the Netherlands and from our premix production sites in the UK, Belgium, Germany, Poland, and France.

The CCC provides services to different industries within the Nutrition business each of which having their own particularities with regard to supplies of products and service levels.

How to apply

Royal DSM is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, status as a qualified individual with a disability, or any other characteristic protected by law.