Customer Service Team Leader

Essity

Espoo, Helsinki
Vakituinen
Täyspäiväinen

12 päivää sitten

Customer Service Team Leader manages the team of Customer Facing and Order Management Representatives and Specialists and is responsible for ensuring adherence of agreed ways of working to provide excellent customer experience and service. Manages local / cluster support and escalation to Customer Facing and Order Management Manager.What You Will Do

You will supervise and manage Customer Facing team and their interaction with customers as well as Sales & Marketing stakeholders.
Defines the priorities and targets for the Customer Facing and Order Management team (in line with global Service Management Model template).
Balances the workload of the team according to the daily C4 case volumes and priorities.
Understands and leads End to End Order to Cash processes through cross-functional relationships (Master data, warehouse, transportation, finance…).
Manages the proactive resolution of urgent topics enabled by 360° visibility of the customers.
Point of escalation for customer facing responsible team.
Daily collaborates with Solution Specialist Supervisor to ensure the right completion due dates and SLA adherence, to deliver an excellent customer experience across all SMM areas.
Keeps close relationship with sales managers to jointly manage customer interactions.
Service Strategy: reviews and approves daily value-added service requests for customers where request is outside of their segment catalogue.
Reporting Controls and Continuous improvement: Reviews dashboards and KPIs, identifies improvement areas, analyzes deviations to KPIs, define priorities based on customer classification and define action plans to improve KPIs.
The job typically reports to Customer Facing and Order Management Manager

We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk.Who You Are

Good at leading and inspiring a team.
You feel comfortable on influencing & collaborating in the matrix – get support from teams without formal authority or direct leadership
You enjoy creating great experiences for customers.
You know how to manage orders efficiently.
You are good organizer and you lead a team effectively.
Good at finding solutions to challenges.
You communicate well with different stakeholders
English Language skills are a must in our international environment

Position is located in Espoo.Together, we are improving lives, every day.Working at Essity is not just a career; it is a chance to directly make the world a healthier, more hygienic and safer place. With impactful innovations coupled with sustainable solutions, we strive to reach more people every year with the necessary and essential solutions for well-being.Application End Date:29 huhtik. 2024

Essity

Hae nyt