As the Regional Customer Service Manager, you will lead the Customer Service and Billing teams. You will ensure, within the Quaker Houghton guidelines and government regulations, an amazing Customer Service experience and enables the customer service teams to be customer centric. You will aim for the highest level of quality and to exceed customer expectations to deliver exceptional value. This is done through robust and efficient customer service teams, processes, governance, systems and tools. Your goal is to achieve harmonization and optimization of the Customer service function and customer service across the region.
Furthermore, you will be responsible for understanding, measuring, and improving key business processes, systems and practices within the area of responsibility in order to obtain profitable growth in the region. You will interface with other key departments, such as Strategy, Supply chain, commercial Ops and Finance for executing planned initiatives.
You will ensure that the customer needs (internal and external) are being met per agreed service levels and requirements against superior economics and within budgets and on a measurable and consistently high satisfaction level.
What will you do?
- Recruit, coach and manage performance of the direct associates (a.o. local CSG Supervisors if applicable) through appraisals and goal setting, aiming for motivated employees and facilitating in their development. Hold them accountable for their actions and output. Ensuring continuous talent pipeline management.
- Continuously improve customer service, create engaged customers and facilitate organic growth by defining and ensuring implementation of policies, procedures, training materials, JDE & systems improvements and automation.
- Create and deliver on cost saving opportunities within CSG and BIlling
- Establish and continuously evaluate and optimize the performance of the Customer Service department through defining and implementing the agreed (financial) KPI’s and periodically reporting thereof to (sales) Management / key stakeholders in order to optimize customer excellence and customer satisfaction.
- Monitor the activities of the customer service teams to ensure compliance with high standards of customer service and ensure problem solving and perform Root Cause Analysis where these standards are not met.
- Work with Sharepoint resource to ensure less manual ways of working and simplifying data collection to improve KPI information and visibility
- Initiate and lead cross functional (global) projects and supervise the participation of the direct reports in these projects in order to achieve successful outcomes.
- Prepare and manage the annual Customer service budget in achieving the set financial objectives and goals.
- Manage relationships with key leader stakeholders, such as Sales, Commercial Operations, Supply chain, Finance and Customers.
- Ensure SOX and other audit compliancy, reporting and sign off where applicable and ensuring Delegation of Authorities are met within the CSG function.
- Establish Customer communication policies on Order and Billing management, including Track & Trace order standards.
- Approve JDE profiles for new / revised users.
- Mentor supervisors and ensure succession planning and skills matrices are available for all employees
- Alignment of processes to allow cross functionality between entities
- Ensure communication flows throughout CSG & Billing teams, paying specific attention in times where a change management approach is required
- Be overall responsible for JDE go lives from a CSG & Billing perspective
- Set goals for CSG & Billing Supervisors with the goals being in line with company objectives
- Ensure all transactions in APAC are in line with BPR model
- Ensure audit compliance at all times and have robust processes that are ingrained within the CSG and Billing teams to dictate compliance is adhered to at every transacton
- Ensure all transactions adhere to APAC DOA
- Promote and adhere to core values of QH and encourage CSG & Billing supervisors to promote within their teams
- Reward hi performers within CSG & Billing teams using Impct award program
What are we looking for?
- This position requires an education and/or knowledge to the level norm acquired in a Bachelor program or equivalent. Position holder has preferably experience in a comparable position in an international industrial environment.
- Preferred from chemical, manufacturing, FMCG industry, etc.
- 7 – 10 Years in an international global company.
- Must be fluent in English (verbal and writing). Knowledge of another language is preferred.
- Knowledge of MS office (Excel, PowerPoint, PowerBi, Word).
- Knowledge of an ERP system, such as JDE, is an advantage.
- Excellent communication skills with all levels in the organization, including excellent presentation skills.
- Excellent analytical, conceptual thinking, strategic planning, and execution skills to drive organizational change.
- High energy, self-starter, excellent team player
- Excellent organizational and time management skills.
- Excellent leadership, project management, and problem-solving skills with demonstrated use of data analysis and metrics to drive decision making and continuous improvement.
- Possess personal qualities of integrity, credibility, and commitment to corporate mission.
- Ability to quickly understand complex business systems and processes.
Join the team and let's do great things together!
Are you a Quaker Houghton colleague? Contact your TA Partner or HRBP for more information about the job description or application process.
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