The Leader of Customer Service is a critical leadership role within the Supply Chain organization, responsible for the strategic direction and operational excellence of the customer service function. This role will lead the transformation of the customer service group into a proactive, digitally-enabled, and customer-centric organization that drives customer satisfaction, retention, and loyalty.
The customer service lead oversees all aspects of our Customer Service operations, including responsibilities for system and process improvement pipeline, consignment/EDI programs and overall master data strategy/maintenance. The position also will maintain governance over all other aspects of our customer service business-aligned teams, including service level, order management, and complaint response performance. This role will collaborate closely with Sales, CommEx, Operations, Planning, Logistics, and other key stakeholders to ensure a seamless and positive customer experience.
Key Responsibilities:
Develop and execute a customer service strategy aligned with the company's overall business strategy and transformation initiatives. Drive continuous improvement in customer service processes, leveraging technology and data analytics to enhance efficiency and effectiveness. Oversee the development and implementation of customer service technologies such as CRM systems, self-service portals, and AI-powered solutions. Lead and inspire business-aligned customer service teams across multiple regions, countries and various spoken languages Implement key performance indicators (KPIs) and reporting mechanisms to track customer service performance and identify areas for improvement. Champion a customer-centric culture throughout the organization, fostering a deep understanding of customer needs and expectations. Support and facilitate crisis management to resolve complex customer issues in a timely and effective manner. Collaborate with cross-functional teams to ensure seamless customer service across all touchpoints. Develop and manage the customer service center team budget. Stay abreast of industry best practices and emerging trends in customer service.
Qualifications:
Bachelor's degree in Business Administration, Supply Chain Management, or a related field. MBA preferred. Proven track record of successfully leading and transforming customer service and/or supply chain areas enabled by digital solutions. Strong understanding of supply chain management principles and practices. Experience with CRM systems, customer service technologies, and data analytics. Excellent communication, interpersonal, and presentation skills. Strong leadership, problem-solving, and decision-making abilities.
Key Attributes for the Ideal Candidate:
Transformational Leadership: Proven ability to lead and inspire change. Digital Fluency: Deep understanding of and enthusiasm for leveraging technology to enhance the customer experience. Customer Centricity: A passion for delivering exceptional customer service and building strong customer relationships. Strategic Thinking: Ability to develop and execute a customer service strategy aligned with the company's overall business goals. Data-Driven Decision Making: Skill in using data and analytics to drive continuous improvement in customer service. Collaboration and Influence: A strong collaborator with the ability to influence and build consensus across different functions and levels. Emotional Intelligence: High EQ with the ability to connect with and motivate diverse teams and stakeholders. Intellectual Curiosity: A desire to learn and grow, staying ahead of industry trends and best practices. Agility and Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Results Orientation: A strong drive to achieve results and exceed expectations. Resilience and Determination: Ability to overcome challenges and setbacks with persistence and determination.
We are a global leader in taste, scent, and nutrition, offering our customers a broader range of natural solutions and accelerating our growth strategy. At IFF, we believe that your uniqueness unleashes our potential. We value the diverse mosaic of the ethnicity, national origin, race, age, sex, or veteran status. We strive for an inclusive workplace that allows each of our colleagues to bring their authentic self to work regardless of their religion, gender identity & expression, sexual orientation, or disability. Visit IFF.com/careers/workplace-diversity-and-inclusion to learn more
|
International Flavors and Fragrances
Jan 17, 2025