Take over the functional lead for the team, to ensure smooth and efficient execution of day-to-day operations
Act as the initial point of escalation for assigned Customer Representatives (CSR) and Sales (individual support, etc.)
Follow-up on defined KPIs to monitor the process performance and support Customer Support Manager (CSM) to define corrective actions if needed to maintain high customer satisfaction
Coordinate local implementation of regional harmonization and digitalization initiatives in close collaboration with Local Key Users (LKU)
Actively drive change processes related to new processes/tools implementation and ensure a positive customer and employee experience
Coordinate regular communication with other departments such as marketing, sales, supply chain, accounting, and others
Support CSM to gather data on all customer complaints, concerns and product returns and analyze for root an...