Description:
The Global Lead Customer Care Specialist sits within the Customer Service Family and is responsible for Global Customer Service Projects, Customer, Internal and KPI Reporting, SAP Customer Service-related changes, Customer Service Surveys and Building and Maintaining BSI Standards, supporting a multicultural Order Entry Team whilst ensuring the highest Customer Service and key deadlines are always met.
The successful candidate will have strong experience with reporting and analytical skills. and have a background using SAP or similar ERP systems and Power BI would be desirable.
- Responsible for investigating queries received by all areas of the business, including (but not limited to) Global Customer Service and Order Entry Team, Team Leads, the Market, or as requested by the Global Analytics Customer Care Advisor III.
- Support of various customer service and supply chain projects
- Support of the Customer Loyalty, Preferred Partner and Cost to serve programs.
- Reporting, clear and concise such as
- Customer Service reports
- Customer reports
- Ad-Hoc reporting
- Create a suite of KPI reports to support the PPP
- Generate reports for the global Customers Service organization where required.
- Support all Customer Services Teams, working closely with Distribution Analysts, Supply Planners and Collections as required
- Document and manage processes for the Global Customer Services Teams in line with audit requirements
- Support all areas of the business with SAP changes that will affect Customer Service, communicating with the SAP team and OTC Managers.
- EDI SAP support for Customer Service teams for all aspects of EDI, including (but not limited to) IDOC monitoring and resolution, managing changes within SAP to support process improvement, communicating with the external Technical Team on projects for all markets.
- Strong communication skills both oral and written ensuring desired outcomes are understood and achieved
- Has good interpersonal skills, able to deal at all levels
- Ensure all work is completed within required deadlines and all audit reporting is actioned
- Support and develop close ties with the external Technical Team (IBM).
- Continuously look for ways to improve the processes for Global Customer Service
- Help to achieve and promote NPS through the Voice of the Customer Survey, also Customer Satisfaction and retention to build relationship management strategies
- Building BSI Standards and ensuring that they are maintained across Customer Service.
- Be required to step into the Team Lead position to cover when required.
- Fully conversant with all aspects of the company organizational structure.
- Act with empathy and respect in all transactions.
- Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
- Has good interpersonal skills, able to deal at all levels, develops relationships within the organisational structure to assist in goal achievement.
- Demonstrates a sense of urgency in respect of ensuring work is completed quickly and accurately.
- Strong communication skills both oral and written ensuring desired outcomes are understood and achieved
- Develop close working relationships within Convatec Supply Chain teams to ensure full systems utilization, reporting and progressive customer service projects.
- Proficient in standard software applications, with complete understanding of SAP, must be proficient in standard software applications and have a complete understanding of Sales and Distribution modules of SAP, Advanced Excel, Power BI and Power Query.
- Promotes high standard of communication within all levels of the organizational structure
Key Requirements
- Good reporting and analytical skills
- SAP experience and knowledge desirable
- Customer oriented with pro-active attitude.
- Good communication and collaboration skills.
- Ability to partner with and influence others without direct authority; build consensus and look for collaboration with people from different departments and all levels within the organization.
- Important to have experience successfully working with commercial and customer service teams.
- Familiarity and knowledge with common reporting tools
- Data analyzing skills with a full level of competence in using Excel with Power Query
- Competent in using Database reporting repositories, as well as a strong knowledge of Power BI
- Ability to translate tasks into action plans
- Excellent reporting skills
- Proficient communicator both written and verbal
- Able to operate in a Team environment