Job Summary
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. In order to ensure that business process outcomes are in line with O2Cs 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 Werfens business objectives. Being change leader, She/He engages, inspires and empowers global community members to provide input to a continuous improvement process.
Key Accountabilities
Networking/Key relationships
Role needs to establish relationship 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 bachelors 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 languges will be a plus
Skills & Capabilities:
The ideal candidate demonstrates the following traits:
The ideal candidate has the following competencies and skills:
Soft Skills:
Hard Skills:
Travel requirements: