Lead annual appraisals, setting goals together with the Customer Operations Manager, employee motivation, vacation and assignment planning, coordination of the tasks
Be in charge to collect feedback/opinions from his team regarding all topics, to filter them and report them to the Customer Operations Manager
Order and clients data entry in the ERP system
Contact-person for clients and Sales Representatives regarding orders for example availabilities, order state, etc.
Collaborate with the logistic department regarding deliveries as well as the Credit Management department and Sales Managers
Handling of claims and information requests coming from clients as well as from consumers and distributors
Be the main day to day contact for retailers– before and after sales – taking into account and managing their requests involving the correct people into the organization
Support the Customer Operations team with expert advice regarding Quintet, B2B service Portal, Navision/ERP, EDI, Block/Optional Orders and Sales Evaluation optimization
Help dealers with product information and explanation
Lead the development and digitalisation of the remote services strategy
Lead, motivate, and develop a team of remote services personnel, including the development, implementation and management of the operations, using the latest technologies and industry best practices
Analyse customer feedback and other data sources to develop customer-centric solutions
Develop and implement service improvement plans for identified shortfalls
Monitor remote services performance, system performance. Identify service improvement goals
Design and develop solutions to optimize performance and scalability
Oversee the deployment maintaining security, reliability, and cost-efficiency
Monitor team performance and establish corrective action plan where needed, regarding performance, trends and capacity issues
Ensure the team is keeping and exceeding the commitments on the service level agreements and uptime
Analyze and prioritize global demands, including service requests, managing shortages to achieve the best overall result
Coordinate and track intercompany orders to guarantee timely delivery; liaise with suppliers, manufacturers, and logistics providers
Manage and support bottleneck situations and capacity constraints from supplier through to production line
Support production planning prioritization to minimize bottleneck impact; assist in defining new delivery dates and customer communication
Assist in coordination of transportation and delivery schedules
Analyze supply chain data to identify trends, inefficiencies, or bottlenecks and generate regular management reports
Identify and implement process improvements to enhance supply chain efficiency and reduce costs
Collaborate cross-functionally with sales, production planning, material disposition, and operations teams to ensure order fulfillment and product availability
Support risk management by identifying potential supply chain risks and assisting in developing mitigation strategies
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