The purpose of this role is to handle the management and processing of transactional activity for the CRM team, including, but not restricted to, Order Entry, Documentation creation, Complaint handling, Delivery creation, Forecast entry and Invoicing. The key goal of the role is to satisfy the customers’ requirements in a consistent, efficient and reliable manner. The role requires a good level of understanding of overall Customer Services (CS) and CPS processes, with a minimum of 3 years experience in a similar role.
This role requires interaction with all internal stakeholders that impact customer supply, it is a key aspect of the overall CS function creating global standards, implementing good governance of existing processes, driving process improvements and maintaining effective management of the operational CS activities. The role also involves the development and execution of an effective customer satisfaction programme that will include customer surveys, VOC activities, etc. on a regular basis.
A key part of the role is to work with the CS team to drive improvements in current activities to create efficiencies and drive productivity.
