Supv Iii Customer Service

Requirements:
•    Bachelor’s degree, or its equivalent, in related field such as business administration, international commerce.
•    Customer Care management experience: 5 years’ experience 
•    Excellent communication skills (clear, concise oral and written presentations) and interpersonal skills.
•    Effective negotiation and influencing skills, capable of being unbiased and fair in achieving compromise solutions and consensus positions.
•    Fluent in English and German
•    Project management and problem-solving skills.
•    Quick learner, capable of adapting to new systems and developing and continuously improving processes.
•    Flexibility to work in an international environment, and willing to travel abroad periodically (short time periods).

Responsibilities: 
•    Implement various new Tools to improve processes and align to the TE policy and structure
•    Follow Customers accounts and help your collaborators on issues they may face
•    Manage a team in the spirit of ECE (Extraordinary Customer Experience)
•    Organize, train and work with your team to answer customer requests within 24 h
•    Be a leader and drive our METRIC to reach goals and 100% On Time Delivery
•    You will be involved in different projects
 
You will therefore be in charge to :
•    Execute successful implementation of SAP (follow up on customer master data, send information letters to customers, testing during 3 sessions and finishing the scripts, participate to trainings for new processes in SAP, cooperate with other departments to adopt new SAP workflows & ensure minimal disruption before and after go live.
•    Fix goals, follow-up and evaluate your team members
•    Be responsible in front of the customer to reach our targets (response time, order accuracy…)
•    Drive continuous improvement within your Customer Care department, propose ideas, organize teamwork with your collaborators to improve efficiency, daily work, and at the end better support your customers’ needs.
•    Report regularly on KPI to EMEA Customer Care Manager, analyze results and propose improvement plan
•    Follow and monitor backlog from order entry to delivery
•    Follow and solve intercompany issues
•    Organize the good handling of quotes, Part return, Samples shipments
•    Follow customer payment accuracy to help finance team (aging balance)

Travel Required: Less than 10%

Location: Tlalnepantla or REMOTE