AkzoNobel has a passion for paint. We're experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world class portfolio of brands - including Dulux, International, Sikkens and Interpon - is trusted by customers around the globe. Headquartered in the Netherlands, we are active in over 150 countries and employ around 34,500 talented people who are passionate about delivering the high-performance products and services our customers expect.
Providing a high customer service level with the goal to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty and retention and to meet their expectations
Fulfil the “order to cash” cycle for all assigned orders and ensure processing and monitoring in accordance with agreed terms in order to optimally serve customer needs and be in compliance with AkzoNobel procedures
Management and development of the customer service team.
Lead, coach, appraise and develop Customer Service Agents, and nurture an environment that stimulate talent through encouragement and empowerment (management).
(Co) develops, implement and/or optimize work processes, techniques and systems. Implementing controls, procedures and reports as and when requested by Executive Management within relevant area of responsibility.
Act as focal point on customer service (CS) process related issues for Marketing and Sales team, logistics, Planning and Production.
Act as focal point on CS process related issues for internal service units (Information Management, Accounting, Credit Control, Internal Audit, Data Management, HR and Facility Services).
Act as escalation contact on order related issues for order related issues. Taking ownership of customers issues and following problems through to resolution.
Ensure procedures and knowledge level of CSU team is up to standard on regulation and AkzoNobel procedures.
Control, optimize and report on CSU performance and business KPI’s
Identifying and implementing opportunities to improve service quality, accuracy, compliance and productivity.
Dealing with all staff related matters including performance KPI's and conducting performance reviews. Manage team’s overall performance, determine areas of concern and implement suitable corrective actions.
Ensure proper and efficient usage of processes, systems and tools.
Management of contract office / price management role and tasks, if applicable.
Management of Demand Planning coordinating activities & sales forecasting support, if applicable.
Responsible for CS department’s strategic and operational management in alignment with the business strategy.
Performing any other function over and above the ones listed as requested by management in relation to area of responsibility.
8 years’ experience in service-oriented environment as a Customer Service Manager
5 -7 years' experience in managing a high-volume call centre
Experience to manage teams
Education & Skills
3 or 4 year formal qualification
Strong client-facing and communication skills (verbal and written) with internal/external stakeholders
Expertise of SAP, with preference to SAP Vendor Invoice Management
Knowledge of e-procurement suites (SAP SRM, SAP Ariba) will be a plus, MS Office (Excel)
Working knowledge of customer service software, databases and tools
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Requisition ID: 926