Team Lead Customer Service Experience - Henkel Adhesive Technologies - CDD 1 an (H/F/X)— France, Boulogne Billancourt, Adhesive Technologies

Job description

About this Position The job purpose of CSX Team Lead in Henkel Adhesive Technologies is to deliver an amazing Customer Service Experience (CSX) by leading and supervising a team fully accountable for the end-to-end customer journey, collecting feedback to drive continuous improvement. Interacts and collaborates internally with relevant departments, setting and aligning priorities to meet customer expectations and needs. What you´ll do Accountable for customer facing activities/customer experience, leading a team as SPOC (single point of contact) for customer, adopting customer centric mindset Lead the team’s OTC (order to cash) & Customer-Service-Management activities, focusing mainly on customer interaction activities (in/outbound) Support Voice of Customer by utilizing and/or performing customer and market research and analysis techniques on customer feedback. Build customer relationship by supporting enquiries; Collect feedback & identify opportunities to drive CSAT (customer satisfaction), including regular visits. Utilize/Monitor team's use of the CRM system, identifying and resolving issues and escalating these to a senior manager as appropriate Act as first-line supervisor of a team providing direct customer service support; Deal with most complex and valuable queries and issues. Collaborate closely with internal partners (CSX, Center of Excellence, GBS+, Supply Chain), judging and aligning priorities to meet customer needs vs. SC capabilities Design/coordinate implementation of differentiating customer experience initiatives Implement organizational changes, processes, projects, pilots and regional best practices by providing needed resources Identify continuous improvement opportunities, define projects and ensure realization; Help with establishing and implementing CSX standards Monitor and prioritize team's performance through dashboards/ KPI's; define actions for further improvement & efficiencies Recruit & manage the team with focus on development, know-how transfer, disciplinary topics, appraisals, management of holidays/absences Plan own/team’s activities on daily/weekly/monthly basis to ensure business continuity, enhance efficiencies & improve customer satisfaction