TL Customer Service

Your Key Responsibilities

• Ensure appropriate order fulfillment processes to maintain high standards and address supply chain issues efficiently, for an assigned customer group or an assigned group of products.
• Establish and optimize standards and processes for Customer Services, including response times, issue resolution protocols, and customer satisfaction metrics.
• Plan and prioritize resources and capacity in team, ensuring optimal allocation of staff and tools.
• Ensure that any supply chain  and pricing problems arising during the order processing phase (e.g. delays) can be solved timely for the customers, minimizing impact on service quality and delivery commitments.
• Conduct negotiations: Price agreements, project requests and other commercial issues with the customer.
• Negotiate and concluding contracts with the customer: Master agreements, bonus and logistics agreements, NDA, QSV, etc.
• Identify optimization areas of supply chain and report to accountable management.
• Implement operational measures to enhance service delivery and efficiency.
• Strong collaboration with departments i.e. finance , sales …
• Close coordination with field sales team.
• Lead, coach, and support a team of customer service representatives
• Conduct regular team meetings, one-on-one coaching, and performance reviews.
• Prepare reports on team performance, customer feedback, and service trend.

Your Qualifications

• • Bachelor’s Degree in Engineering , Business Administration or relevant departments.
  • Proven experience in customer service ( pricing , planning , order management ).
  • Minimum 5 years of experience in a leadership role.
  • Knowledge of the market, competitos and products.
  • Excellent communication, leadership, and problem-solving skills.
  • Good knowledge of MS Office and SAP.
  • High level of commitment, interpersonal skills, effective negotiating skills.
  • Analytical thinker with innovative mindset.
  • Good verbal and written skills of English.