• Responsible for customer service and operations to ensure smooth and on-time order processing up to the billing.
• Establish good connectivity with customers and work to create a great customer experience.
• Develop and maintain relations with channel partners and guide them to implement sound Customer Service
• Identify means to enhance Customer Satisfaction and work closely with Commercial Operations, Regional and Global teams to implement Customer Care initiatives in the country.
• Partner with the local Commercial Operation Team to deliver sound market incentive programs and facilitate prompt calculations for payouts to the customers.
• Develop KPIs for Customer Service activities by closely working with the regional and country commercial teams, implement and measure.
• Identify opportunities to optimize costs and implement cost-saving projects together with the Transportation and Warehouse Management Team and Regional Customer Care team.
• Work closely with the Demand Planning and In-Season Planning team to facilitate the S&OP process.
• Work closely with the plant team to fine-tune production schedules to support S&OP decisions and Logistics tactical plans.
• Partner with the local sales team for ongoing channel inventory tracking at layer 1.
• Work closely with the Customer Care team to automate and extend the process to lower layers of the channel.

Skills: Customer Service Management, Order Processing, Customer Relationship Building, Channel Partner Relations, Customer Care Initiatives, Market Incentive Program Delivery, Cost Optimization, S&OP Facilitation

• Owns and manages all customer communications or escalations about new install, change, and disconnect orders.
• Provides order status and drives for timely resolution on behalf of the customer.
• Actively manages all service activation elements of customer orders from order receipt through service installation completion.
• Plan and organize internal data from various sources into one concise, relevant customer document
• Communicates order status to customers via conference call, email, and phone.
• Addresses customer requests, complaints, and issues promptly.
• Interface with and influence internal staff for effective management of a project or customer expectations
• Regularly updates internal systems with status notes and required information as directed by the manager
• Track and monitor Perfect Order Metrics and identify opportunities for improving KPIs.
• Implement Regional and Global process improvement projects in-country.
• Resolve any arising issues, complaints, and problems within the Customer Care team.

Skills: Customer Communication Management, Order Escalation Handling, Service Activation Management, Data Organization, Status Reporting, Issue Resolution, Internal Collaboration, KPI Monitoring

• Customer orders (equipment and spares) reception, check and processing.
• Follow-up orders (deliveries, documentation to be sent to the customers).
• For some customers (OEM, Distributors) ensure alignment between Customer forecast and PC/DC planification.
• Invoicing, managing material returns and credit notes as well as managing and tracking overdue orders.
• Handling and follow-up of customer complaints.
• Developing the order processing and service admin function.
• Management of the NPS system and associate targets.
• Supporting the sales team to fulfill customer care requirements by ensuring all orders are managed and distributed correctly.
• Helping maximize net working capital through the effective management of overdue receivables and local stock.
• Management of the import/export functions.

Skills: Order Processing, Delivery Coordination, Forecast Alignment, Invoicing Management, Complaint Handling, Service Administration Development, NPS System Management, Import/Export Management

• Responsible for managing a team of Customer Care Associates
• Developing the team to manage workload with minimal supervision in respective locales.
• Responsible for the performance of their team
• Mentoring and Coaching of the team including performance reviews and performance management plans if required
• Monitoring and weekly reporting of telephone and email activity
• Analyze the level and quality of customer care the company is providing
• Identify trends in respective markets to report to the Head of the Customer Care and Marketing department to drive change
• First point of escalation for complaints and complicated queries.
• Proactively source best practices, monitor market developments, and share knowledge internally
• Improve customer care procedures, policies and standards

Skills: Team Management, Workload Supervision, Performance Monitoring, Mentoring and Coaching, Activity Reporting, Customer Care Analysis, Trend Identification, Escalation Handling

• Managing the public drop-off location network
• Facilitating the growth/success of the Public Drop-off Location Network and any B2B programs.
• Contest management in relevant markets.
• Training new team members
• Act as an on-call manager during Summer Fridays every third Friday.
• Handle TerraCycle Customer Care via telephone and email in a fast-paced environment
• Supporting the development of standard responses and procedures to facilitate the management of customer care in all required European languages
• Updating the public drop-off location maps
• Proactive outreach to potential new locations
• Sending out public location collection boxes to accepted locations

Skills: Network Management, Program Facilitation, Contest Management, Team Training, On-Call Management, Customer Care Handling, Procedure Development, Outreach Coordination

• Ensure delivery of effortless Customer Care experiences for customers, partners and Help Center Representatives at the lowest cost and in alignment with the business
• Create and manage a Customer Care business plan that includes key partners, key activities, key resources, value propositions, partner relationships, communication channels, customer segments, cost structure, options with trade-offs and next actions
• Create and handle short and long-term cost budgets that integrate help center assumptions with business and operations assumptions
• Define and advocate Customer Care’s business value to internal and external partners
• Deliver Customer Care’s desired outcomes while driving alignment across vehicle platforms, cloud tech stack, experience design, service businesses and operations
• Design and deliver Help Center solutions in alignment with Ford Next’s brands, Ford preferred vendors, operations, cost goals and vision
• Lead and enable team members in CC Strategy, CC Product and Help Center to bring their best selves to an inclusive workspace
• Design and execute organizational requirements to meet future needs related to scale, skills and experience in alignment with Ford truths and Ford+ plan
• Supervise, coach, and train the local Customer Care team.
• Work proactively with various departments to realize efficiencies and manage expectations.

Skills: Customer Care Strategy, Business Planning, Budget Management, Value Advocacy, Outcome Delivery, Solution Design, Team Leadership, Cross-Department Collaboration

• Lead the Customer Support team, developing & delivering KPIs such as NPS and time-to-resolution for merchants and partners
• Support activities within commercial operations, including sales pipeline management and relationship management
• Support the Commercial teams by building a strong retention program, and educating customers about additional capabilities of platforms
• Collate voice of customer feedback to influence product roadmap and inform continuous improvement priorities in Customer Support
• Build and maintain an extensive library of internal and external self-service support articles based on customer feedback and support ticket analytics
• Provide forward-looking leadership to the Customer Support teams that coach team members to effectively leverage the value of every customer interaction
• Build and reward a team culture of creative problem-solving, strategic thinking, and a customer-centric mindset
• Provide coaching, recognition, and feedback to team members on an ongoing basis aligned with an overall customer experience strategy
• Develop plans and offer insight to the organization on the use of tools and technologies, including Talkdesk, Zendesk and Salesforce, to drive customer experience and efficiency improvements
• Lead recruitment efforts and ensure they deliver an ideal candidate experience, as well as ensure an effective training program is in place
• Co-manage the department P&L, ensuring resources are maximized to deliver the highest standards of customer experience while minimizing waste and under-utilized resources
• Manage client escalations, including working with other parts of the business to understand the potential risk and collaborate on resolution

Skills: Team Leadership, KPI Management, Commercial Operations Support, Customer Retention Program, Voice of Customer Analysis, Self-Service Support Development, Coaching and Feedback, Technology Utilization

• A deep understanding of the cross-section between physical products and digital solutions.
• Experience in leading and creating results through multi-disciplinary teams, with experience in service management.
• Experience in working with partner networks, suppliers and external parties.
• Experience with Lean/Agile methods.
• Strong communicator who is fluent in English and proficient in German.
• Solution-oriented with a curious mind.
• Strong team player with a drive and desire to make a difference.
• Able to handle both operational tasks and challenges and work on a strategic level.
• Sociable with a focus on details, and an ability to structure and plan.
• Intermediate knowledge of Microsoft Office apps and typing with excellence in spelling and grammar

Qualifications: BA in Management Studies with 8 years of Experience

• Experience in a customer service capacity - preferably in an online/remote support environment
• Proven supervisory experience providing relevant, immediate, and constructive feedback and development
• Confidence to self-manage and work independently in a fast-paced, constantly changing environment
• Ability to seek and digest data in an efficient and productive manner
• Familiarity with the utility and function of Zendesk or other customer ticketing platforms
• Knowledge of numeric, oral, and written language applications
• Excellence in attention to detail and organization skills
• Adaptability to change and self-starter
• Ability to maintain professionalism during highly escalated situations
• Experience with Desk.com, LIMS, secure email, and Great Plains OM

Qualifications: BA in Business Administration with 7 years of Experience

• Organizational change management and transformation experience
• Service and customer-oriented with a sound knowledge of the world of luxury
• A strong desire to work in a busy aviation business with a high degree of energy, drive and a willingness to take on responsibilities
• Excellent negotiation skills in dealing with service providers to enhance the company figures
• Able to multi-task and work well in a dynamic, fast-paced team environment
• Ability to think outside of the box and work logically to solve problems
• Excellent communication, organization and effective time management skills to manage delicate situations with diplomacy and empathy
• Problem analysis and problem-solving skills
• Fluent in French and English
• Spoken and written and good IT skills.

Qualifications: BA in Marketing with 4 years of Experience

• Prior related management experience in a customer service environment
• Experience with CRM systems (e.g. B2B order processing)
• Proficient in MS Office Suite with intermediate Excel skills
• Demonstrable leadership skills
• Track record of successfully managing a team and providing best-in-class customer care experiences
• Previous experience in consumer-focused tech or e-commerce startups preferred
• Excellent with communication - both verbal and written
• Extremely structured and detail-oriented, curious about existing processes, and like to optimize work
• Ability to coordinate activities and influence others in a cross-functional environment.
• Strong emphasis on quality of service and follow-up

Qualifications: BA in Communication Studies with 5 years of Experience

• Strong leadership skills to guide and motivate teams
• Excellent organizational skills to balance and prioritize their workload and meet deadlines
• Excellent customer service skills to grow a company’s client base
• Knowledge of project management and risk management
• Solid financial skills, including financial reporting abilities
• Strong strategic and negotiation skills to make sound service decisions
• Proven working experience as a Customer Service Manager
• Experience in providing customer service support
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases and tools

Qualifications: BA in Retail Management with 7 years of Experience

• Experience in customer support team leadership in a fast-paced environment.
• Ability to inspire and motivate individuals and teams, and represent the customer voice internally across teams.
• Proactive and value continuous improvement, able to find opportunities to go above and beyond for the customer.
• Experience in using Zendesk, Hubspot, Twitter, Telegram, etc.
• Excellent written and verbal communicator.
• Ability to operate effectively under pressure and deliver results.
• Ability to use data to inform key decision-making and monitor individual and team performance.
• Ability to balance competing priorities with a proven record of delivering results.
• Awareness of the industry’s latest technology trends and applications
• Ability to think strategically and to lead

Qualifications: BA in Customer Service Management with 6 years of Experience

• Experience in business planning, strategy, or technology
• Experience in mobility solutions, business services, customer service, or interfacing with customer service
• Demonstrate excellent analytical skills
• Enthusiasm for building a business with the capacity to overcome obstacles in a constructive and collaborative manner
• An entrepreneurial attitude and eagerness to try, fail, learn, and try again
• Proven track record of defining strategies from a blank page to an actionable plan
• Ability to be curious and act proactively in a dynamic, team-focused environment
• Proficient in the ability to plan, organize and deliver results across multiple, parallel deliverables in an unstructured environment
• Experience influencing others and delivering meaningful results with a win-as-a-team approach
• Hands-on experience in customer service operations
• Can establish a compelling point of view and communicate ideas and rationale clearly and concisely.

Qualifications: BA in Hospitality Management with 8 years of Experience