Customer Operations Team Leader

Grafton Latvia SIA

Подробности
Основная информация
Компания

We are representing a well-established global brand with strong roots in the manufacturing of high-tech products. The company is recognized for its thoughtful, innovative and sustainable approach to product design and its consistent delivery of quality across markets. Their culture blends warmth and a respect for people, with technical expertise and a vision to make a positive impact on the planet.

To support continued growth in Europe, the organization is launching a new European Business Centre in Riga, Latvia. It will become a core part of the European operational network, supporting various business functions. Apply now and became a part of this newly established organization in Riga!

Key Responsibilities:

Responsible for the overall management of the Customer Operations Team that sit within the European Business Services centre. This role works closely with the regional teams for Customer Operations, Order to Cash and Customer Claims, ensuring accurate, timely, and compliant process and best in class service levels.
Act as the primary liaison and build strong collaborative relationships with local Customer Operations teams.
Manage the Customer Operations EBS team to provide end to end customer account management and all OTC transaction processes for direct customers.
Manage the Customer Operations EBS team with the support from Supply Chain department regarding planning and fulfilment performance and our 3PL partners for customer slot booking so they can maximise revenue and customer satisfaction for their region. Monitor customer facing account metrics to ensure customer expectations are met and aim to reduce OFLT and order ageing.
Manage the service offerings, support customers with shipment follow-up and status updates, processing of returns and relating stock adjustments, as well as overseeing the monthly and quarterly billing process.
Manage the customer accounts claim cycle through to resolution, ensuring all correspondence, documentation and enquiries regarding transaction processing of commercial claims, back margin, rebates, promotions and logistics claims are validated and processed on a complete, timely, and accurate basis.
Work closely with Credit Control to ensure effective front-end management of the sales/collection areas.
Monitor SLA / KPI performance. Include targets and processes to reduce escalation or disputes with customer and local teams.
Support Regional sales leaders with customer lifecycle, system settings / documents and processes.
Engage in projects internally across the regions together with the BPO team to develop internal best in class solutions and foster continual improvement.
Manage and maintain all process and procedure documents to ensure full compliance for JSOX and Audit both internal and external.
Lead, coach, and develop the Customer Operations team.

Requirements:

Bachelors degree or ability to work and interact at this level.
Previous sales administration experience to be able to work and interact at this level.
Previous experience managing a small team for a sales focused department, handling volume transactions.
Good understanding of Order to cash processes and relevant KPIs.
First class MS Office skills, in particular Power BI / Excel.
Previous experience of SAP SD / MM / IBP / BW.
Attention to detail and desire to follow issue through to closure.
Excellent interpersonal skills, including experience of dealing with all levels of management, and different functional departments.
Proven experience in improvement of business processes.
Self-starter able to motivate yourself and team.
Good communication skills (written / verbal and face to face).
Good written and spoken English (additional European languages also a plus).

What the company offers:

Opportunity to gain professional experience in an international company.
A wide range of employee benefits and bonuses - health insurance, local budget for well-being.
Monthly salary 2416 - 3020 EUR Gross (based on experience and competences, max salary level will be discussed with company's representatives individually; Personal bonus applicable).
Work place & mode: Address, Riga; Hybrid work, occasional business trips.

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Nosūtot savu CV, Jūs paužat savu piekrišanu, ka Grafton Latvia pārvaldīs Jūsu personas datus Jūsu iespējamām darba iespējām Grafton Latvia un/vai Grafton Latvia klientiem. Plašāka informācija par Jūsu personas datu apstrādi: https://lv.grafton.com/lv/privatuma-politika

By sending your CV you express your consent that Grafton Latvia would manage your personal data for your possible employment opportunities at Grafton Latvia and/or clients of Grafton Latvia. More information about the processing of your personal data: https://lv.grafton.com/en/privacy-policy-lv

Брутто-зарплата в месяцБрутто/мес. € 2416 - 3020

Дополнительная информация: Based on experience and competences, max salary level will be discussed with companys representatives individually; Personal bonus applicable.

Место работы

Rīga, Латвия

Тип работы

Полный рабочий день

Навыки:

customer operations order to cash

Языки

Английский

Контактное лицо
Ingrida Slabadiene
+370 602 01063

Grafton Recruitment is one of the largest recruitment companies in Europe with 40 years of experience. Our goal is to become your reliable and long-term recruitment partner, providing a full range of HR solutions at the highest level and working as an integrated extension of your team. We are here on the global and Baltics local level to provide personalized recruitment solutions for your business: from junior to middle-level specialists, from top-level specialists to managers.

By combining our industry-leading and specialized people with best-in-class processes and technology, we are able to deliver tailored cost-effective recruitment solutions and unrivaled service excellence.

Grafton's portfolio of clients extends across all sectors, from public to private. We take care of your Recruitment solutions from single positions to large-scale projects.

Вебсайт компании: https://lv.grafton.com

Регистрационный номер: 40003835251