Location:Rotterdam, NL, 3013 AA Houston, TX, US, 77010
Req ID: 87052
Facility: Rotterdam-554, One Houston Center-130
Department: Customer Service Europe
Division: I&D, Supply Chain, CCE & LYBOM
LyondellBasell

MIN. QUALIFICATIONS

• Bachelor’s degree required
• Degree in Supply Chain, Business Management or Finance preferred
• Master’s Degree or MBA in relevant field preferred
• Typically, 15+ years of experience in positions with increasing responsibility in supply chain, purchasing, materials management, or similar customer facing role, of which at least 5 years in supervisory role
• Fluency in English required
• Working knowledge of one or more other European languages preferred
  

  LI-JC1

LI-Hybrid

• Customer Service Strategy: Develop and execute a customer service strategy aligned with business objectives, focusing on delivering high-quality service, resolving issues promptly, and exceeding customer expectations.
• Customer Relationship Management: Develop and maintain strong relationships with key customers, understanding their needs, challenges, and preferences to enhance overall customer satisfaction and loyalty.
• Order Management: Oversee the order management process from order receipt to delivery, ensuring accuracy, timeliness, and efficiency in order processing, tracking, and fulfillment.
• Supply Chain Coordination: Collaborate with internal teams such as production, logistics, and sales to ensure seamless coordination and communication throughout the supply chain, from order placement to delivery.
• Complaint Resolution: Establish processes and protocols for handling customer complaints and inquiries, ensuring timely resolution and effective communication to maintain customer satisfaction and loyalty.
• Customer Feedback Analysis: Gather and analyze customer feedback and satisfaction metrics to identify trends, opportunities, and areas for improvement in products, services, and processes.
• Customer Segmentation and Targeting: Segment customers based on their needs, preferences, and value to the business, developing targeted strategies and initiatives to maximize engagement and retention.
• Performance Metrics and Reporting: Define and track key performance indicators (KPIs) for customer care activities, generating regular reports and analysis to monitor performance, identify trends, and drive accountability.
• Continuous Improvement: Drive continuous improvement initiatives in customer care processes, systems, and policies to enhance efficiency, effectiveness, and customer satisfaction levels over time.
• Training and Development: Provide training and development opportunities for customer service teams to enhance their skills, knowledge, and capabilities in delivering exceptional service and building strong customer relationships.