Job Summary The Customer Service Business Partner is a pivotal role within our Customer Service Center of Excellence, responsible for driving optimization and automation of customer service processes. This position focuses on enhancing performance through data-driven insights, benchmarking, customer feedback, and continuous improvement initiatives. The ideal candidate will lead the implementation of customer service processes, establish performance targets, and monitor key metrics. They will serve as the primary point of escalation for service issues, conduct analytics to identify opportunities, and provide training and coaching to local Customer Service teams on tools and best practices Key Accountabilities Support the management, coordination and delivery of all key customer service projects and ensure an aligned approach to continuous improvement and delivery of on-going business value. Implement standardized customer service procedures and tools, identifying and eliminating inefficiencies within the customer service workflow Utilize relevant and appropriate business tools and act as a subject matter expert to drive improvements. Utilize advanced business tools and act as a subject matter expert to drive improvements Identify and support continuous improvement initiatives in Service, Optimization, and Process Improvement Projects, collaborating across all Operations functions Ensure effective project planning, including resource allocation, timelines, costs, deliverables, and responsibilities Maintain compliance with Werfen standard operating procedures and other internal/external requirements Contribute to the creation of a strategic outlook on performance improvement and efficiency opportunities across Operations Manage project analysis by defining clear responsibilities and supporting team efforts Develop mutually beneficial business relationships through needs identification and delivery of business requirements Present findings and evidence concisely in senior leadership meetings Coach and motivate Customer Service Representatives to meet KPI targets Implement strategies to increase overall team performance and efficiency Administer annual reviews and performance improvement plans Ensure the team has the necessary knowledge and skills to meet customer expectations Build trust and consensus among team members Identify creative alternative solutions to complex problems Collaborate with other Customer Service Managers to ensure alignment on best practices Remove barriers to change and foster a culture of continuous improvement Networking/Key relationships Customer Service team members, including the director, managers, team leaders, and representatives Werfen affiliates, primarily: Sales Finance Technical Service Logistics (including transportation and warehousing) Accounts Receivable Planning The Business Partner will communicate regularly with these departments to resolve issues, clarify doubts, and ensure customer expectations are consistently met Minimum Knowledge & Experience required for the position: Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Engineering, or a related field 3-5 years of experience in customer service and/or order management 1-2 years of prior supervisory/managerial experience Fluency in local language and English (Spanish highly recommended, additional languages are a plus) Skills & Capabilities: Soft Skills: Excellent communication skills (verbal, written, and presentation) Strong interpersonal skills, including the ability to persuade and influence Advanced analytical and problem-solving skills, including root cause analysis Project management expertise Conflict management and resolution abilities Coaching and mentoring capabilities Ability to provide actionable and well-supported recommendations Effective multitasking and prioritization skills Hard Skills: Proficiency in relevant software, including Microsoft Office suite and order entry systems In-depth understanding of order management processes and best practices Data analysis and visualization skills Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) Key Traits: Customer-centric focus Ability to work well under pressure Strong team player Meticulous attention to detail Adaptability and flexibility in a dynamic environment Travel requirements: Up to 30% of time