Customer Service Manager Nordics

  • Ørestads Blvd., 2300 København, Denmark
  • Contract

Job Description

For our Nordic HQ in Copenhagen, we are looking for a Customer Service Manager to further strengthen our Supply Chain unit.

The Customer Service Manager leads and develops the Customer Service Team. This role ensures customer orders are managed, operational plans executed and excellent customer service care is provided focusing on KPIs.

Your responsibilities are:

  • Focus on people development and drive the engagement of the Customer Service department
  • Ensure that customer satisfaction is a key priority for the CS team;
  • Evaluate external customer satisfaction, define and implement improvement activities based on these results
  • Liaise with customers and suppliers in order to optimize customer satisfaction (managing complaints resolution) and to maximize order efficiency (order profile, delivery frequency)
  • Responsible for SCOS (Supply Chain Operation System) implementation and deployment for CS Pillar
  • Responsible for BPO of the Order To Cash (OTC) process. Attend meetings and contributes to BPO network
  • Analyze data to monitor performance and plan improvements
  • Provide input to Supply Chain Reviews and Management Team meetings
  • Work with the Cluster Supply Chain Manager to build and implement annual plans for the department in line with Retail and DEP AOPs and the Nordic Supply Chain overall objectives

Qualifications

  • Min. 5 years of relevant experience in Supply Chain and/or Customer Service
  • People management experience
  • Knowledge of and experience in Order To Cash processes
  • High level ERP skills (preferably SAP), BI, Excel, understanding of EDI systems
  • Good data analysis and reporting skills
  • High level customer focus and excellent customer service skills
  • Proven record track of delivering projects, KPIs and deadlines
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