PRINCIPAL DUTIES AND RESPONSIBILITIES

• Manage the daily Customer Service activity of direct reports and indirect team members in the region across multiple countries

• Improve Customer Service experience by creating a standard best-in-class structure and process, leading to engaged customers to help facilitate the organisation’s organic growth goals in the region

• Manage and deploy strategies focused on ensuring that the Customer Service culture and ethos across the team is to deliver a standard best-in-class customer experience for SPXFLOW customers

• Take ownership of escalated or complex customers issues unable to be resolved by the local team and follow through to resolution

• Proactively address critical issues as they arise and be prepared to deep dive into operational items to resolve

• Develop service procedures, policies and standards

• Analyse statistics and compile accurate reporting

• Recruit, mentor and develop Customer Service team members and nurture an environment where they can excel through encouragement and empowerment

• Establish performance measures for the purposes of continuous monitoring of customer support and processes, to ensure there is ongoing improvement in approaches and strategies that will support and help improve services

• Lead and develop an exceptional Team and have the right resources in place to provide a high level of service on a daily basis
• Ensure that the customer service team’s needs are correctly prioritised and that their activities are seen to deliver measurable and significant value to the businesses as well as meet established performance indicators

• Able to enhance the end to end Customer Service processes where required as well as provide guidance on systems and procedures required to effectively manage and report on performance and quality

• Create a culture of excellence and best practice which is clearly visible through the outputs of the team

• Keep ahead of industry’s developments and apply best practices to areas of improvement

• Control resources and utilise assets to achieve qualitative and quantitative targets

• Adhere to and manage approved budgets

KNOWLEDGE, SKILLS & ABILITIES

• Proven working experience as a Customer Service Leader, in a multi-site, manufacturing or technical, European or Global business environment

• Role model our value of ‘think customer, all the time’, advocating an exceptional customer service experience

• Excellent problem solving ability, able to identify issues and provide suggestions on solutions

• Interdependent, resourceful and tenacious

• Experience in providing Customer Service support

• Excellent knowledge of management methods and techniques

• Working knowledge of Customer Service software, databases and tools

• Experience in people management and building successful teams, leading by example acting as role model for team members

• Experience of leading and delivering continuous improvement projects

• Experienced and demonstrably successful in a fast-moving change environment

• Experienced and comfortable in a highly-matrixed environment

• Ability to think strategically and to lead

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Availability to travel to multiple sites as needed

EDUCATION AND EXPERIENCE

• BS degree in Business Administration or related field, with experience in management
• Deep and practical understanding and management of Sales Order Management and Customer Services practices and procedures
• Strong experience in displaying discretion and diplomacy in senior leadership positions
• 8+ Years’ experience in a customer service leadership role, preferably within multiple countries

• Track record of defining and leading a high-impact talent function within a global, evolving organization

• Strong change management experience

• A proven ‘Customer Experience’ person

• Commercial/Customer related qualification

• Experience partnering with a Shared Service Centre

• English speaker with additional languages - Preferred
  

上班地址：上海市华山路1568号财瑞大厦7楼