LATAM Customer Service Manager

What you´ll do

• Accountable for customer facing activities / customer experience, leading a team acting as a single point of contact for customers, adopting customer centricity mindset within day-to-day interactions (set and meet expectations, stress-free experience, maintain a positive & professional demeanor).
• Manage the team’s Order-to-Cash (OTC) & Customer-Service-Mgt (CSM) activities, focusing mainly on customer interaction related activities (in/outbound);
• Customer Experience Strategy: Break down CSX strategy within own responsibilities in close alignment with Head of CSX LATAM. Perform analyses that contribute to the understanding of the needs and expectations of different customer segments and make recommendations with a potential impact on the CSX strategy. Support the implementation of organizational changes, processes, projects and pilots by providing needed resources.
• Customer Experience Service Strategy: Support in performing and implementing techniques such as voice of the customer initiatives, journey mapping, and qualitative touchpoint analysis to identify customer pain points, challenges, and hurdles and prioritize where needed.
• Voice of Customer: Support customer and market research by utilizing and/or performing customer and market research and analysis techniques on customer feedback. Build customer trust & relationship by supporting in supply, commercial & application enquiries, collecting feedback and identifying opportunities to drive customer satisfaction, including regular visits.
• Budgeting: Track budgets and report variances to Head of CSX LATAM.
• Stakeholder Engagement: Assist with stakeholder engagement within area of responsibility by arranging actions, meetings, events, and supporting materials to promote stakeholder understanding and commitment.
• Customer Relationship Management (CRM) Data: Monitor team members' use of the customer relationship management system, identifying and resolving standard issues and escalating these to a senior manager as appropriate. Enter relevant information into the system when required or necessary and schedule follow-up actions to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Service Experience Operations: Act as first/second-line supervisor of a team providing direct customer service support and play a key role in helping to achieve CSX targets in the area of responsibility. Deal with most complex and valuable queries and issues.
• Collaboration: Close collaboration with internal partners/functions (CSX, Center of Excellence/CoE, Global Business Solutions/GBS+, Supply Chain), mainly via Service Cloud, judging and aligning priorities to meet customer expectations and needs vs. Supply Chain capabilities; monitor and ensure delivery of other functions commitments.
• Customer Experience Implementation: Design and coordinate implementation of differentiating customer experience initiatives, tools and processes. Implement organizational changes, processes, projects, pilots by providing needed resources. Differentiate service per customer according to Customer Segmentation, Service Levels, and customer satisfaction level.
• Continuous Improvement: Contribute to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements to enhance operational efficiencies, streamline workflows or improve customer’s experience.
• Performance Management: Manage and report on team performance; set appropriate performance objectives for direct reports and hold them accountable for achieving these, taking appropriate corrective action where necessary to ensure the achievement of team / personal objectives.; use KPI’s, performance management systems and reports to improve personal and team’s performance.
• Leadership & Direction: Explain the local action plan to support team members in their understanding of what needs to be done, and how this relates to the broader business plan and the organization's strategy, mission and vision; motivate people to achieve local business goals.     
• People Development: Recruit & manage the team with focus on development of capabilities, know-how transfer, disciplinary topics, appraisals, management of holidays/absences. Motivate and support the growth of all members of a team using equitable approaches to performance management and development that may be differentiated to support each employee's unique needs and preferences in order to bring out their best and meet business needs.
• Supporting Systems: Utilize and monitor the team’s utilization of customer service supporting systems and tools (SAP & Service Cloud), driving efficiencies and providing feedback to contribute to systems improvement (internal & external use).
• Time Management & Activities Planning: Plan own and team’s activities on a daily, weekly and monthly basis to ensure business continuity, enhance efficiencies and improve customer satisfaction. Actively prepare and participate in team meetings to align priorities.
• Compliance: Comply with Henkel Corporate Standards, Global SHE and Sustainability requirements.