ABOUT YOUR ROLE (Mô tả chung về công việc):
This position will manage the Customer Service Team by providing clear goals, strategies and initiatives and driving the necessary change to ensure achievement of divisional financial and non-financial metrics.
KEY RESPONSIBILITIES WILL INCLUDE: (Các trách nhiệm đảm đương):
- Oversee and ensure smooth operations across CS teams
- Translate business strategy into actionable service plans and performance targets
- Drive continuous improvement in order management, fulfillment accuracy, and customer communication
- Partner with Sales, Planning, Logistics, Quality, and Operations to ensure seamless order-to-delivery execution.
- Drive initiatives that improve customer journey touchpoints from order entry to invoicing
- Ensure consistent application of policies, procedures, and service standards across CS teams.
- Manage service capacity and resources to meet fluctuating demand and seasonal peaks
- Lead regular service review meetings with key commercial or production counterparts to address pain points.
- Represent Customer Service in customer business reviews ensuring voice of customer (VOC) is heard internally
- Leverage data and VOC insights to anticipate customer needs and improve service models.
- Benchmark performance across teams and regions to share best practices
- Build a talent pipeline and succession plan for key CS roles