Role summary
lead the order management & customer care team, ensuring effective coordination of processes and projects. Provide support to customer service specialists with administrative activities and oversee all responsibilities related to people management.
main accountabilities
* leading of the order management & customer care team, which supports various order processing related processes for different locations within mann+hummel
* responsible for coordination of processes, projects, improvements, transitions, and tasks within the team
* regular communication with internal departments (local mp&l, sales, etc.)
* support the team with order processing, answering internal/ external customer question, etc.
* responsibility for assigned order management & customer care processes:
o manual order entry
o monitor and resolve issues of edi orders
o confirm order details
o manage and resolve order exceptions
o send order confirmation to customer li>
o answer customer questions
o manage customer portals
* people management (motivation, evaluation, training and development plan, capacity planning, issue management, vacation planning etc.)
performing other tasks according to the direct supervisor
skills
* customer feedback tools
* crm system proficiency
* marketing of products & services
* administrative services
* data analysis
* online communication tools
* product management
* customer engagement strategies
* customer/client management
* database management
job requirements
* education:
o bachelor's degree in business administration, engineering, or other technical/ business-related field
* experience:
o 5-10 years' experience in oe/oes sales and/or category management
o experience managing stellantis and gm accounts
o good knowledge of english (c1) and portuguese language in an advantage (b1- desirable)
o experience in team leading
o overall overview or working experience in customer service and/or logistics
o experience from shared service centre (ssc) environment is advantage
o ms office
o team leading skills, negotiation skills, customer approach, flexibility, good time management, process-oriented thinking, stress resistance
o very good communication skills, organization skills, responsibility, team player
o willingness to travel (current passport and visa)
o driving license
* kpi's:
o keeping deadlines.
o active management of assigned kpi (customer experience, employee experience, timeliness, quality...)
o zero error data processing
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