Customer Service & Customer Collaboration Manager

We are looking for Customer Service & Customer Collaboration Manager who will be responsible for building completely new quality team critical for further company growth by taking over competences/knowledge from external partner.

Responsibilities:

• Build a strong performing Customer Service Team

• Deliver target service performance in all aspects of OTIF and supporting the customer in securing on shelf availability.

• Develop and leverage relationship with sales and customers being the internal and external point of escalation and contact for Customer Service

• Manage team through daily review of KPIs, maps and controls of the end-to-end processes, metrics and reports

• Drive routines to minimize CFR impact of availability issues (e.g. forward warnings)

• Be responsible for providing dedicated customer support in order to understand, relay and resolve concerns with regards to customer service processes and outputs with a focus on customer experience and customer satisfaction

• Build best in class relations with customers – understand their needs and provide process improvements to improve collaboration and logistics efficiency

• Develop projects to improve dropsize and customer order patterns and consolidation

• Close collaboration with logistic department to improve warehouse operation efficiency and capacity