Customer Experience Team Lead

CX Team leads are senior, experienced employees with a certain authority who like to lead through example, drive engagement and grow talents. They are ready to support other functions in case of issues relating to their team. They ensure that the teams achieve the established targets and monitor compliance.

• Responsabile for leading a team of Sr Associates/Specialist/Adv.Specialist/Resolvers on Customer Service required to execute perfect order fulfillment within the order to cash process. Order to cash includes pricing, administration, order entry, customer service/problem resolution, billing coordination, collections and master data maintenance. 
  Accountable for driving continuous process improvement to simplify and standarize, reduce non-value added activities and costes, increase productivity and achieve customer service targets. 
  Work closely with Distribution and Logistics teams, other Supply Chain functions, the Business lines and the Commercial teams to ensure business rules are applied to orders properly. 
• Lead a team of 8-12 CX team members and ensure they achieve the established targets / KPIs.
• Accountable for driving continuous process improvement to simplify and standardize, reduce non-value added activities and costs, increase productivity and achieve customer experience targets.  
• Ensure compliance of department to safety targets, ISO, IATF, Sarbanes Oxley.
• Ensure foreign trade and other regulatory controls are in place for accepting and executing orders.
• Drive customer satisfaction for the service level chosen by the business.
• Assure that the team members are highly motivated, foster internal and cross functional cooperation and have an overall understanding of the business.
• Execute/support HR related activities (holiday, back-up plan, salary negotiation, hiring process, talent management, back-fill plan).
• Distribute / monitor workload.
• Effectively manage day-to-day emergencies/issues and collaborate with other functions to solve escalations in high-impact situations.
• Provide guidance to team and work on reoccurring issues with Champions and Process Experts.
• Work closely with Commercial, other CX teams and the S&OP teams to ensure smooth operations.
• Maintain and ensure key internal relationships.
• Attend regular meetings and ensure close relationship with main cross-functional stakeholders.
• Quality Notification (QNs) monitoring, Root Cause Analysis, and Process Improvement implementation for recurring QNs. 
• Drive opportunities for improving CX processes.
• Approve Credit, Debit, Returns.
• Process all month end closing activity (credit, debit, consignment and return are invoiced).
• Support CX in internal and external audits by obtaining requested evidence.
• Ensure compliance and revenue recognition rules are followed (SOX, ISO, IATF).
• Drive past due performance together with AR and Sales.

• Bachelor’s degree in Supply Chain, business, or technical field is required.  
• Minimum 3-5 years of experience in Customer Experience and preferably more than one fields is required.
• Intensive understanding of Customer Experience processes and SAP transactions required.
• Knowledge of Business Rules, Policies, SOX.
• Proficient in Microsoft Office applications (including Excel, PowerPoint, Word and SharePoint).  
• Experience with EM product portfolio desirable.
• Fluent in English.
• Positive, pro-active personality.
• Customer focus, Change agent and Team player.
• Problem Solving: Strong analytical skills are required to engage and resolve detailed issues. must possess the ability to translate needs into a workable implementation plan. 
• Managing for Productivity: Self-managed professional.
• Teamwork and Collaboration: Ability to network and be a strong team player. Work well in a team setting, embrace others’ differences and constructive feedback.
• Embracing Change: Maintain effectiveness when experiencing major changes in work tasks or the work environment; approach change positively Proactive and solution oriented: Decision making capability by relating and comparing; securing relevant information and identifying key issues; committing to an action after developing alternative courses of actions.
• Influencing and Communication: Ability to clearly communicate the decision-making points and assumptions to then reach alignment across a diverse set of stakeholders.