Senior Customer Care Operations Lead

2 semanas atrás


São Paulo, São Paulo, Brasil beBee Careers Tempo inteiro
About the Role:
As a seasoned professional, you will be responsible for leading tactical activities within the customer care organization. This encompasses having an end-to-end perspective from order life cycle to forecasting processes, designing flows, and managing reports and KPIs.

This position works collaboratively with multifunctional areas to evaluate, elaborate, and deliver real value-added results to our customers and leadership.

The main objective of this role is to deliver a structured monthly process, with a tactical plan to support analyses and decisions within the organization. Key responsibilities include:
  1. Lead Tactical Activities: Ensure a strong focus on delivering customer value through effective customer care operations.
  2. Origination, Shaping, and Execution of Transformation Strategy: Improve and sustain customer satisfaction via regular customer feedback (NPS) and structural interventions to simplify and digitize Order-to-Cash processes and leverage scale.
  3. Support Customer Service Manager: Deploy innovative solutions to improve customer experience and intimacy, such as setting up B2B customer ordering portals and upgrading ordering processes, automating order promising and processing, and customer cockpits.
  4. Tactical and Forecast Customer Care Function: Ensure deployment is aligned with the Next Level strategy in reorganizing and refocusing teams and workflows to be closer to market.
  5. Partner with Country Cluster GMs/MDs: Support winning long-term outsourcing deals and increase stickiness by providing value-added, segmented, and seamless services and experiences.
  6. Drive Regional Customer Strategy and Execution: Collaborate with senior stakeholders in Sales and Supply Planning to ensure customer service reliability and responsiveness.
  7. High Season Period Support: Drive best practice adoption, resolve issues, and partner sales and supply leads to ensure exceptional service delivery.
  8. Manage Performance on Service Level Agreements: Control and improve performance on service level agreements with customers.
  9. Support Customer Care Leadership Team: Provide the right information and reports to resolve customer issues and drive corrective action and preventive actions.
  10. Lead SAC and Complaints Activities: Define processes, targets, monitor cases, and drive improvements in partnership with the Customer Care leadership team.
  11. Customer Communication and Feedback: Coordinate improvements on customer communication and lead periodic feedback on customer satisfaction.
  12. Employee-Oriented Company Culture: Develop an employee-oriented company culture that emphasizes quality, continuous improvement, key employee retention and development, and high performance.
  13. Modern Business Methods and Processes: Develop modern business methods and processes, identify best practices in the market, build, deliver, and monitor KPIs, analyze performance, and identify areas for improvement, track progress.
  14. Strong Team and Customer-Centric Culture: Build a strong team and customer-centric culture.
About the Scope:
The scope of this role includes all business units in LATAM (4 country chocolate clusters/GCA LATAM) with 19 countries in LATAM (excluding Mexico), @55,000 mt sales volume (Cocoa/Chocolate), and ~50,000 orders per year. Additionally, this role owns LATAM Tactical and Forecast service level review and problem breakdown analysis for service hits, leads emergency forums in close alignment with the crisis management team, reconciles service-related countermeasures, and escalates if required.

Other Responsibilities:
This role is responsible for controlling and leading the Customer Service Continuous Improvement process from tools to application, continuously monitoring the order cycle: from order entry to delivery follow-up (from order change/fix/split to deliveries). A strong drive to increase service level (OTIF) while reducing/controlling the cost to serve is also essential. Returns & Complaints management, KPIs, and PDCAs on root causes are also key responsibilities. Furthermore, this role leads the work in partnership with the Demand Planning team to build and deliver a forecast to be collaborated with Regional GMs/MDs, develops procedures, policies, and standards of care, maintains accurate records and documents customer service actions and discussions, analyzes statistics, and compiles accurate reports. Recruit, mentor, and develop customer service teams and create an environment where they can excel through encouragement and empowerment. Lead cross-functional (local & regional) projects under SAP and Sales Force group guidelines.

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