Head of Customer Experience at AGILITA managing Customer Lifecycle and leading teams in SAP solutions. Working closely with leadership and various departments to ensure service quality and customer satisfaction.
About the role
- Customer Service Manager leading customer service teams for BASF, focusing on Order-to-Cash processes. Coaching and developing employees to enhance service quality and efficiency at BASF.
Responsibilities
- Disciplinary and operational leadership of a team of customer service employees responsible for the Order-to-Cash proces
- Coaching, developing and supporting the team to ensure capabilities and service deliverables fit with customer requirements
- Evaluating overall performance by analyzing data and statistics (monthly reports and KPI’s) to ensure continuous improvement of service quality, staff efficiency and effectiveness
- Accountability for the quality of the service provided in accordance with BASF’s internal standards and rules
- Driving customer focus and continuously improving customer satisfaction
- Consistent implementing of service standardization and process/service automation, as well as initiating and executing of defined measures to increase efficiency, ensuring a continuous improvement process, including best practices along the supply chain processes
- Collaborating and exchange with internal interface partners and other business units
- Ensuring the onboarding of new employees; regular professional exchange with the team; continuous development of employees to improve quality and support new team structures
- Driving innovation – drive local activities with focus on business process excellence, efficiency and digitalization
- Ensuring EHS standards for employees within the team
Requirements
- Degree in Business Administration or a comparable qualification
- At least 3 years of experience in a comparable leadership position, or substantial professional experience in customer service
- Strong service orientation and enthusiasm for identifying the best solutions for our customers
- In-depth knowledge in customer service and/or export logistics, as well as a strong understanding of Order-to-Cash processes
- Proficient in common MS Office applications and SAP/R3-Cobalt
- Experienced in Change management/Transformation skills/Drive Innovation
- Effective communication Collaboration for achievements
- Advanced in English and German (leading discussions, conducting negotiations)
Benefits
- life insurance
- co-financing of MultiSport card
- remote work allowance
- training & development programs
- Company Social Benefits Fund
- VIP medical care
- lunch card
- commuting allowance
- EAP Employee Assistance Program
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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