Customer Service Global Process Owner (GPO)The Customer Service Global Process Owner (GPO) functions as the chief architect, teacher, conductor and, when required, the enforcer of the customer service processes. This role is required before, during and after the rollout of any customer service process.
A successful process definition requires an effective process owner. This process owner is the architect behind working cross-functionally and benchmarking among industry peers and thought leaders to tailor the most appropriate customer service processes to achieve management objectives.
He/She will maintain truly standardized and efficient processes in the customer service area around the world to ensure that business process outcomes are in line with O2C's strategic goals.
GPO ensures best practice sharing across countries/markets and divisions and defines and implements continuous improvement measures into the process that can impact results, enhance profitability and assist to meet Werfen's business objectives. Being a change leader, She/He engages, inspires and empowers global community members to provide input to a continuous improvement process.
Key Accountabilities Architect of the customer service processesBe the Functional Expert on customer service processes, methodologies and its application in SAP toolDesign and improve managed process ensuring compliance to applicable regulations.Drive process-related innovations and document the process.Drive process implementation, adherence and change management.Tailoring the most appropriate customer service processes to be embraced by the organization to achieve management objectives.Guardian of the overall standard and health of the processes and transformational or continuous improvement changes.Participate in steering bodies to steer and monitor the development and implementation of process improvements and scope changes.Oversee the development and update of respective training materials for respective process group.Working cross-functionallyBenchmarking among industry peersResponsible for implementing changes and handover to Local or Regional Customer Service Manager in the business.Networking/Key relationships Role needs to establish relationships with key roles whether through the operational teams or through other process owners, PMO and COEs. Requires frequent interaction with the members of the supply chain, mainly in the customer service area, including the director, managers, team leaders and representatives. Additionally, this role communicates regularly with Werfen affiliates, mainly sales, finance, technical service, logistics (including transportation and warehousing), accounts receivable and planning to resolve doubts and issues, and ensure that customer expectations are met.
Minimum Knowledge & Experience required for the position: This role requires a bachelor's degree in supply chain management, logistics, business administration, engineering or a related field.This role requires three to five years' experience in customer service and/or order management and one to two years' prior supervisory/managerial experience.Speaks fluent local language and English. Spanish highly recommended and other languages will be a plus.Skills & Capabilities: The ideal candidate demonstrates the following traits:
Focuses relentlessly on customersWorks well under pressureWorks well in teamsPays attention to detailsThe ideal candidate has the following competencies and skills: Soft Skills: Communication skills, including verbal, written and presentationInterpersonal skills, including the skill of persuasionAnalytical and problem-solving skills, including the ability to conduct a root cause analysisAbility to coach and advise team membersAbility to provide actionable and well-supported recommendationsAbility to multitaskHard Skills: Proficient in relevant software, such as Microsoft Office and order entry systemsUnderstanding of order management processes
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