Global Customer Service Director

hace 5 días

Barcelona, España Markem-Imaje A tiempo completo

As our Global Customer Service Director you will be responsible for the overall Customer Experience by ensuring best in class tools, processes, and proactive communications are in place. You'll have an opportunity to lead a global organization focused on a culture of continuous improvement, cross functional teamwork, and daily management of the team responsible for the order to invoice.

You'll be located in our corporate office in Sant Cugat (Barcelona) and report into the Supply Chain Vice President located in our HQs in Geneva.

**What you will do**:
The Customer Service Global Director is responsible of the execution and quality of the following processes:

- Strategically lead and develop regional customer service operational management team to enhance the overall performance by setting clear accountable metrics
- Act as the Voice of the Customer across the organization; Improve NPS (Net Promoter Score), Customer Satisfaction, and other customer facing metrics related to end to end performance
- Acts as the liaison between the commercial organization and the rest of the SC organization for order management.
- Ensure efficient order management and communication with full alignment with the commercial organization, finance, compliance, and all other relevant supply chain departments.
- Ensure the right organization is in place to optimize “cost to serve”
- Define the optimum organization set up, review captive vs. outsourced models.
- Drives operational performance within agreed SLAs and KPIs with a focus on operational efficiency (Cost to serve,); order to cash process (order mgt, Import export, Invoicing) by having a strict cadence of KPI reviews with action plans to improve
- Helps to identify and recommend enhancements to technology, footprint, or processes to improve overall Customer Experience.

**What you need to have**:

- Bachelor’s degree with 5+ year experience in a Customer care, customer service or supply chain role including strategic and operational responsibilities with a regional or global scope working closely to customers.
- Deep understanding of Order to cash operations.
- Extensive experience in managing operational customer service teams
- Strong strategic and customer focus with the understanding of the wider issues impacting the customer experience
- Budgetary responsibility experience.
- Able to demonstrate track record of success in operation management.
- Critical and innovative thinking.
- People leadership skills.
- Experience of global matrix organizations.
- Fluent English.
- Collaborative entrepreneurial spirit
- Winning through customers
- High ethical standards, openness and trust
- Expectations for results
- Respect and value people

If you believe you match our values and have the experience we’re looking for, then apply We can’t wait to hear from you

LI-DNI

All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other factors prohibited by law.

This position may be located in: EMEA : Spain : Barcelona : Barcelona

Sub Division : Other Support Functions Spain CoC

Job Requisition ID : 45274

  • Customer Service Coordinator

    hace 2 semanas

    Barcelona, España Infinity Global, Inc. A tiempo completo

    **WHO WE ARE** - Infinity Global is the premier provider of branded packaging and product for the luxury segment, specializing in global sourcing and logístical solutions for premium retail and specialty brands. We believe in building intimate customer relationships by providing the highest level of service and quality to our customers. Our employees are...

  • Customer Service Global Process Owner

    hace 3 días

    Barcelona, España Werfen A tiempo completo

    **Job Overview**: - Post Date - November 13, 2024 - Number - WEBWW-2024-000071 - Job Function - Other - Location - Barcelona - Country - Spain **About the Position**: **Job Summary** The Customer Service Global Process Owner (GPO) functions as the chief architect, teacher, conductor and, when required, the enforcer of the customer service processes. This...

  • Customer Service Agent Dutch Speaking

    hace 2 semanas

    Barcelona, España Digital Customer Care Company BV A tiempo completo

    **Remote job. Start on August 1st.** Looking for a varied remote agent role within an innovative global business? Able to speak Dutch? Then we’re looking for you! Digital Customer Care Company in Amsterdam, The Netherlands, is looking for people with a high level of Dutch for the position of Customer Service Agent. **Our story (the short...

  • Customer Service Manager

    hace 2 semanas

    Barcelona, España BSP executive A tiempo completo

    **¿Dónde trabajarás?**: Our client is a well known international company from the pharmaceutical sector, rapidly expanding and is now looking for a Manager who will be in charge of the Corporate Customer Service Team. Reporting directly to the Corporate Operations Director, will have the opportunity to build the team from scratch and implement the...

  • Global Director of Technical Adoption

    hace 5 días

    Barcelona, España Autodesk A tiempo completo

    A leading software company in Barcelona seeks a Global Director of Technical Adoption to drive customer success through coaching and onboarding. This strategic leader will oversee global operations, ensuring service quality and measurable outcomes. Candidates should have over 10 years in customer success leadership and a strong operational management...

  • Customer Service

    hace 3 días

    Barcelona, España Grupompleo A tiempo completo

    desde catalunyampleo seleccionamos un customer service, para empresa del sector plástico, ubicada en castellar del vallés. **funciones y responsabilidades**: la persona seleccionada, en dependencia de la directora comercial, realizará, entre otras, las siguientes tareas: - atención al cliente tanto a nível nacional como internacional - entrada de...

  • Customer Service Associate

    hace 7 días

    Barcelona, España Dow Jones & Company A tiempo completo

    Job Description : The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including The Wall Street...

  • Customer Service Associate

    hace 7 días

    Barcelona, España Dow Jones A tiempo completo

    Job Description: The Dow Jones Customer Service (DJCS) mission is to provide great service for our customers and great experiences for our people. Our team has the privilege of delivering impactful experiences by helping our customers access the trusted news and business information published and produced by our marquee brands including, The Wall Street...

  • Customer Service

    hace 1 semana

    Barcelona, Barcelona, España Uplift People Consulting A tiempo completo

    About UpliftUplift is a dynamic agency specializing in global talent search, covering EMEA, LATAM, USA, and APAC. With successful placements in 52 countries, we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions. Our innovative approach integrates global networks, AI, and advanced recruitment...

  • Customer Service Global Support Engineer

    hace 5 días

    Barcelona, España SYNTEGON A tiempo completo

    Dentro de la estructura de Customer Service (CS) la misión principal será dar soporte a todos los Sites de Customer Service de Syntegon Telstar en la consolidación de las actividades de Customer Services impulsando la excelencia operativa en su desarrollo y ejecución.Principales funciones y responsabilidadesCoordinar la comunicación y colaboración de...