CUSTOMER CARE LEAD

Barry Callebaut Eurasıa Gıda San. Ve Tic. Ltd. Şti

Accountabilities

* Lead, direct and control all customer service procedures and activities so that they meet the organization's regional business objectives and protect the group's customer relationships.

* Develop and implement systems, standards, targets, and customer feedback principles to monitor customer service performance and ensure that activities are e?cient, consistent, reliable, and high quality.

* Checking the contract availability, price list update with sales team, quota management and prioritization based on stock availability with sales team

* Complaint management&Case Management

* Identifying the reasons of the gaps in service performance.

* Liaise with local leadership team members to ensure that customer service strategies and activities are integrated with other parts of the business and align with the overall corporate objectives.

* Coordination between Sales, Supply Chain , Operation, Marketing, R&D, Quality team to follow up customer focused projects and improvements. Being a part of S&OP process.

* Cost analysis on services to improve margin.

* Improve the order taking process combine and collaborate the Gourmet & Food Manufacturing business customer split.

* Track and analyse the returns and refusals and eliminate the accumulation

* Supporting Customer Care team to build a customer focused strategy, to serve OPAR/OTIF at desired level

* Developing people and generating individual development plans for them.

Quali?cations

* Bachelor/Master Degree in Business, Operations or similar MBA is an asset

* 8+ years of experience in customer care preferably in food industry.

* Experience in Project Management & Leadership

 Knowledge in MS Office

•English – Advanced

•SAP Knowledge