Customer Service Team Leader

at  Bridgestone

Degree qualified, with a minimum of 10 years’ experience.

• Work focuses on optimizing and monitoring processes related to customer order processing, shipping, returns and claims
• Lead team to ensure best in class service and ownership of customer facing KPI
• Order OTIF
• Customs Document Delivery OTIF
• Response / Complaint Rates
• Error Free Order Handling and Shipping
• Professional handling of customer query
• SPOC – Single Point of Contact for all requests
• Maximizing customer service efficiency through implementation of new policies, procedures, systems/technology, measurement tools etc.
• Leverage our ERP Systems and Tools Available across the Bridgestone network
• Develop & Implement our MEA Order Management Policy
• Process Improvement – Define How we work, System management/maintenance whilst aiming to remove Waste and Improve efficiency
• Be an advocate and have passion for standardized work
• Acting as liaison between customers, production, sales and distribution departments.
• Collaborate and engage effectively with customers and internal stakeholders
• Establish solid cross functional relationships across the EMEA Organization
• Analyzing and summarizing reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc.
• Fluency in English/Arabic/French would be an advantage

ROLE SUMMARY

Customer Service Team Leader – Middle East & Africa (MEA) will be reporting to the Head of LSCM BSMEA. As the Customer Service Team Leader for Middle East and Africa, you will lead Customer Service initiative across Middle East & Africa countries.
You will manage a small team who provide technical and operational support to each entity’s information systems to ensure these systems operate effectively and reliably.
Leveraging your expertise in building in Customer Service solutions you will work closely with Logistics Department and other stakeholders to developing the customer Service department to position MEA for growth.
Operating in a fast-paced and dynamic environment, the ideal candidate will be responsible for ensuring our customers receive best in class service and satisfaction by providing problem-solving resources & leading the team of CS coordinators.
This is a key role within the business and requires a team player to work in in a cross functional environment, across the MEA region and is expected to improve productivity, quality, customer-service standards and resolving problems / identifying customer service trends; determining system improvements; implementing change.
A key responsibility for the role is to lead process improvement activities (Kaizen) to improve customer service and business performance organization wide. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes and standardized work.

ROLE REQUIREMENTS:

Degree qualified, with a minimum of 10 years’ experience.

• Work focuses on optimizing and monitoring processes related to customer order processing, shipping, returns and claims
• Lead team to ensure best in class service and ownership of customer facing KPI
• Order OTIF
• Customs Document Delivery OTIF
• Response / Complaint Rates
• Error Free Order Handling and Shipping
• Professional handling of customer query
• SPOC – Single Point of Contact for all requests
• Maximizing customer service efficiency through implementation of new policies, procedures, systems/technology, measurement tools etc.
• Leverage our ERP Systems and Tools Available across the Bridgestone network
• Develop & Implement our MEA Order Management Policy
• Process Improvement – Define How we work, System management/maintenance whilst aiming to remove Waste and Improve efficiency
• Be an advocate and have passion for standardized work
• Acting as liaison between customers, production, sales and distribution departments.
• Collaborate and engage effectively with customers and internal stakeholders
• Establish solid cross functional relationships across the EMEA Organization
• Analyzing and summarizing reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc.
• Fluency in English/Arabic/French would be an advantage.