About the role
AI summarisedDevelop and deploy global customer operations strategy and processes, implementing best practices within sales units to exceed customer expectations while leading and coaching the Customer Operations team.
IndustrialOnsite
Key Responsibilities
- Implement global customer support strategies and optimization plans to enhance operational excellence and customer satisfaction in the sales process.
- Monitor key performance indicators including delivery performance, time to book lead time, case closing lead time, digital vs. manual order percentage, one order-one delivery rate, clean order percentage, and Net Promoter Score.
- Implement routine control checks for pre-order bookings, identify root causes, and take preventive actions.
- Manage the team effectively, ensuring the area of responsibility is well-organized, staffed, and directed to build a high-performing organization.
Requirements
- Experience in developing and deploying global operations strategies
- Proven ability to drive operational excellence and customer satisfaction
- Strong understanding of order-to-cash processes
- Leadership experience managing and coaching a team
- Proficiency in monitoring operational metrics (e.g., lead times, NPS)
- Ability to implement and enforce standardized business processes