LATAM Customer Service Manager

Henkel AG & Co. KGaA; Jundiaí; Presencial; BRL 40.000 - 80.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dynamic Customer Service Leader to enhance customer experience through effective team management and strategic initiatives. In this pivotal role, you'll oversee the entire customer journey, ensuring satisfaction and fostering continuous improvement. You'll lead a dedicated team, develop customer experience strategies, and collaborate with various departments to align priorities. If you're passionate about delivering exceptional service and driving operational excellence, this opportunity is perfect for you.

Qualificações

• Experience in leading customer service teams and managing customer interactions.
• Strong analytical skills to develop customer experience strategies.

Responsabilidades

• Lead customer service activities and manage the customer experience.
• Develop and implement customer experience strategies based on feedback.

Conhecimentos

Customer Service Management

Leadership

CRM Systems (SAP & Service Cloud)

Data Analysis

Stakeholder Engagement

Formação académica

Bachelor's Degree in Business Administration or related field

Ferramentas

SAP

Service Cloud

Descrição da oferta de emprego

About this Position
Job Purpose:
Deliver an exceptional Customer Service Experience (CSX) by leading and supervising a team responsible for the entire customer journey, gathering feedback to foster continuous improvement. Collaborate internally with relevant departments, setting and aligning priorities to meet customer expectations and needs.

What you'll do

• Lead customer-facing activities and manage the customer experience, acting as the primary contact for customers and adopting a customer-centric approach in daily interactions (setting and meeting expectations, ensuring a stress-free experience, maintaining professionalism).
• Oversee the team's Order-to-Cash (OTC) and Customer Service Management (CSM) activities, primarily focusing on customer interactions (inbound and outbound).
• Develop and implement Customer Experience Strategy by analyzing customer needs and expectations across segments, supporting organizational changes, processes, and projects.
• Support Customer Experience Service Strategy through techniques like voice of the customer initiatives, journey mapping, and touchpoint analysis to identify and prioritize pain points.
• Assist in customer and market research, utilizing feedback to build trust and improve satisfaction, including regular customer visits.
• Monitor budgeting and report variances to the Head of CSX LATAM.
• Engage stakeholders by organizing actions, meetings, and supporting materials to foster understanding and commitment.
• Oversee CRM data quality by monitoring team usage, resolving issues, and ensuring accurate data entry for effective customer retention and business growth.
• Act as a first/second-line supervisor for the customer service team, handling complex queries and issues to meet CSX targets.
• Collaborate with internal partners across functions to align priorities and ensure delivery of commitments.
• Design and coordinate customer experience initiatives, tools, and processes, supporting organizational changes and differentiating service based on customer segmentation and satisfaction levels.
• Contribute to operational reviews and continuous improvement efforts to enhance efficiency and customer experience.
• Manage team performance through setting objectives, using KPIs, and implementing corrective actions as needed.
• Provide leadership and direction, aligning team activities with broader business strategies and motivating team members.
• Recruit, develop, and manage the team, focusing on capability building, performance management, and supporting individual growth.
• Utilize and monitor customer service systems (SAP & Service Cloud), providing feedback for system improvements.
• Plan activities to ensure business continuity, efficiency, and customer satisfaction, participating actively in team meetings.
• Ensure compliance with corporate standards, SHE, and sustainability requirements.