Job Position: Regional Customer Service Manager
Job Description: Manama, Bahrain – Responsible for the Customer Service Capability in Africa, Middle East , India and Asia Pacific. Expectations: Conduct all affairs with integrity, respect and in full compliance with laws and regulations. Address the gaps in the value chain and come with the action plans. Develop, build and strengthen the company’s strategic competitive advantage. Improve Guardian’s Customer experience within AMEIA. Review the Customer’s order management process, identify the gaps, develop and improve the order management process. Define the customer service proposition and service level and align the different capabilities to create the expected long-term value for the customers. Identify strategic and Key customers and develop an appropriate key account program. Maintain the proper database, documents and records for Guardian Customers. Share best practices within the region and cross-regions within Guardian. Manage the order entry to fulfilment process, meeting customer requirements and align with the forecast, S&OP, Production planning and logistics processes. Define the proper KPIs with the regional team to measure the performance that leads to profitable goals Ensure that timely and accurate information and support is given to the sales team. Maintain the customer contacts, defining the customer value proposition and receive their feedback openly. Apply statistical analysis to inform our business performance relating to customer service. Standardize and harmonize Inside sales processes across the AMEIA region. Manage Customers claims and complaints efficiently and effectively. Lead and Coach the Customer service team across all AMEIA locations. Work closely with the regional supply chain capability on the shared vision, strategy and priorities. Manage and foster cross–relationships with the support of other corporate / regional / functional teams such as sales, production, finance, HR , legal ,… ) Ensure full and comprehensive understanding of the differ…see more details
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