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The Customer Service Lead is responsible for overseeing the customer service department and ensuring the company delivers a "Best-in-Class" level of customer Experience/service. This role involves managing and leading a team of customer service staff, developing and implementing customer service policies and procedures, and contributes to improvement of NPS score and leads Customer Service team with customer intimacy and centricity as North Star. The Customer Service Lead acts as a bridge between the customer and the company, ensuring that customer feedback is translated into meaningful improvement in products and services.
What are we looking for?
- University Degree required - a Bachelor or Master degree in business/marketing
- Fluent in 1 local language and advanced English skills
- Good PC skills (MS Office)
- Min 5 years experiences in customer relationship role as Customer Service Associate, Customer Service Operations
- Basic accounting knowledge and ERP experience
- Excellent communication and presentation skills (oral and written) to a variety of audiences
- S&OP, Customer plan, Logistics knowledge/experience are considered as an advantage
What will be your key responsibilities?
Business
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) and ensure excellent service level for the customers across PSR and PP pillars.
- Develop, monitor and follow up objectives for the customer service day-to-day activities
- Drive continuous improvement initiatives into Customer service ecosystem based on relevant Data/KPI (sales rates, costs, customer service metrics)
- Deliver Customer Service KPIs and contribute to excellence in service level KPIs
- Support the pillar priorities by implementing field sales & marketing activity plans
- Ensure effective execution of sales back-office processes: customer complaints; collection of accounts receivable
- Effectively manage stakeholders and optimize business processes with Sales, Supply Chain and Finance functions to ensure great End-to-End customer experience
- Meet customer service financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
- Ensure the rigorous execution of Governance & Compliance procedures: entry of customer master data; control of payments and credit limits; control over promo mechanics; Off-invoice discounts processing
- Lead assigned x-functional projects in Demand Area
People / Ways of working
- Develop functional and leadership capabilities into Customer Service organization to support the business growth and build the talent pipeline
- Recruitment, succession planning, organizational development of RC Associates and contractors
- Create a customer centric culture and focus on how to develop mutual business relationships with customers
- Improve ways of working by introducing 'best practices' and maintaining high level of individual /team performance
- Create team spirit and engagement through inclusive leadership and by role modelling the 5 principles of Mars
- Plan & lead periodical Customer Service team meetings
- Represent Customer Service team towards internal stakeholders (practical input and selected meetings)
What can you expect from Mars?
Work with diverse and talented Associates, all guided by The Five Principles.
Join a purpose driven company, where we are striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus.
Find out more about what Mars can offer you byvisitingour Global Careers site.