Customer Service Operations Manager

Job Overview

We are seeking a highly skilled Customer Service Operations Manager to contribute to business revenues, costs, and service levels by handling the commercial and logistical needs of customers and securing an uninterrupted Order to Cash process. External customer requirements will have to be evaluated and translated into internal requests, which requires close co-operation with Sales and Supply Chain organization.

The Customer Service Operations Manager needs to ensure timely resolution on customer requests. In addition, participation in projects optimizing Supply Chain processes and driving the team's Key Performance Indicators that are directly linked to customer satisfaction and our transformation agenda.

Key Responsibilities

• Efficiently manage Customer Service and the complete Order-to-Cash cycle against agreed service levels (e.g. cash generation, complaints, delivery, forecasting, order handling, swaps) for assigned clusters of customers / products.
• Pro-actively take actions to secure uninterrupted supply chain processes for assigned clusters of customers / products.
• Execute and gatekeep the Order-to-Cash work procedures for his / her area towards all parties involved
• Financial surcharge handling of additional logistical activities towards customers.
• Anticipate on disturbances in the assigned area to realize uninterrupted OTC / PTP processes.
• Undertake ad hoc analyses and take the lead in desired problem solving requiring full overview of the business (