Senior Customer Experience Leader

Há 4 dias

São Paulo, São Paulo, Brasil beBeeCustomer Tempo inteiro US$90.000 - US$120.000
Job Overview

This role is ideal for an experienced customer service professional looking to take on a leadership position and drive business growth through exceptional customer experience.

About the Role
  • The Customer Service Manager will lead a team of customer service representatives, ensuring high-quality service delivery and resolving complex customer issues.
  • They will manage daily operations, monitor performance metrics, and implement strategies to improve customer satisfaction.
Key Responsibilities
  • Lead daily order management operations and ensure a strong focus on delivering customer value.
  • Implement strategies to improve customer satisfaction and resolve complex customer issues.
  • Responsible for keeping the customer service team aligned with area strategy, monitoring their performance, and KPIs.
  • Support the Customer Service Manager in deploying innovative solutions to improve customer experience and intimacy.
  • Partner with country cluster GMs/MDs to win long-term outsourcing deals and increase stickiness by providing value-added, segmented, and seamless services and experiences.
  • Drive the local customer strategy and execution with respect to customer service reliability and responsiveness, collaborating with senior stakeholders in Sales and Supply Planning.
  • Manage, control, and improve performance on service level agreements with customers.
  • Support the Customer Service leadership team with the right information and reports to resolve customer issues and drive corrective action and preventive actions.
  • Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.
Required Skills and Qualifications
  • Mandatory - Graduation in Engineer / Business Administration / Economic or System sciences.
  • Nice to have - Postgraduate, MBA, or MD in Project Management / Strategic Management / Business Management.
  • Proficient in English and Spanish.
  • Proven experience in senior customer service roles.
  • Ability to lead and manage changes in a complex environment.
  • Minimum 5+ years of relevant experience, with 3+ years in managing multi-cultural, dispersed teams.
  • Experience in setting up and leading shared service business processes will be an advantage.
  • Deep knowledge of the SAP Order-to-Cash process.
  • Experience in leading customer service function set-up/scale-up/transformation.
  • Complaint management system (Salesforce case management).
  • Deep knowledge of Trade incoterms and customs procedures.
  • Knowledge of revenue recognition rules.
  • Experience of the credit control and cash collection process.
  • Knowledge of shipping and transportation activities.
  • Problem-solving through root cause analysis, data-driven continuous improvement, strong communication skills.
  • Travel requirements: Up to 10% of the time.
Benefits

At our company, we are committed to diversity and inclusion. We thrive on the diversity of who we are, where we come from, what we've experienced, and how we think.

We nurture an inclusive environment where people can truly be themselves, grow to their full potential, and feel they belong.

Others
  • Strong drive to increase service level (OTIF) while reducing/controlling the cost to serve.
  • Returns & Complaints management: KPIs and PDCAs on root causes.
  • Recruit, mentor, and develop customer service teams and create an environment where they can excel through encouragement and empowerment.

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