Essential Duties and Responsibilities:
- Provide leadership and training to the CS Analytics & Digital Solutions Team
- Assign and direct activities and resources to ensure project and reporting requirements are being met
- Conduct performance reviews, motivate and guide the team according to the Digital roadmap
- Ensuring touchpoints with the customer are handled in an efficient manner throughout their journey
- Supporting the Customer Experience team to connect with value to our customers, analog and digitally
- Assisting in Customer projects, verifying need and offering digital solutions
- Onboarding of new employees, training the wider global team on new processes and tools, managing LMS updates and adherence
- Standardization of processes and streamlining of the same, reducing manual intervention
- Conducting internal audits, updating procedures, creating consequent training plan
- Participating and answering audits for the Customer Success department, processing findings
- Driving the adoption of the Online Webstore, OCR, and EDI
- Expanding the use of West Digital for all three groups within the department
- Increasing data adoption to enable to improve decision making process, tracking operational metrics
Education and Experience:
- bachelors degree or completed vocational training (apprenticeship ) and respective professional experience
- 2- 3 years of experience in leading a team in client services or customer service
- Prefer 2-3 years experience in customer interaction roles
- Knowledge or experience with ERP tools like SAP with Sales and Distribution
- Experience with ISO 9001
Knowledge, Skills and Abilities:
- Highly proficient in written and spoken English
- Ability to deliver great customer experience and to be invigorated by constant personal interaction
- Working knowledge of MS Office or the willingness to learn it quickly with Excel skills being on an Expert level
- Strong communication and analytical skills
- Strong people skills - approachable, good listener, empathetic
- Strong learning capacity
- Ability to work independently in global environment
- Technically savvy and adept
- Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description
- Able to comply with the company s safety policy at all times
Physical and Travel Requirements
- Sedentary environment
- Communication, quick decision making, interpreting data, reading or writing, must be able to express or exchange ideas with team members
- Must be able to understand direction and adhere to established procedures
