Customer Operations Specialist SMC (EMEA)

To ensure seamless customer operations by managing processes, improving customer satisfaction, and maintaining high standards of service delivery of assigned country portfolios, maintaining a customer centric approach. Supervising the outsourced Customer Service activities and improving key performance indicators.

What you will do

• Oversee daily operations to ensure efficient and effective customer service
• Coordinate with various departments to streamline processes and resolve customer issues promptly
• Carry out all order-to-cash activities such as, but not limited to sales orders, credits, returns, backorders, invoicing, blocked orders for invoicing & goods allocation
• Monitor customer feedback and implement strategies to enhance customer experience
• Address and resolve customer complaints in a timely and professional manner
• Communicate with the local commercial organization on specific customer requests/needs as and when needed
• Manage and mitigate the impact of supply chain disruptions, such as delays or shortages, by expediting transportation of goods via the Fast Track Process when necessary
• Develop and document standard operating procedures (SOPs) for customer operations