HARTING stands for strong connections across the globe. As one of the leading international suppliers of industrial connectivity, we are connecting customers to their digital future. And as an employer We connect around 6,000 people at our headquarter in Espelkamp and at locations worldwide. Here you'll find great colleagues, as well as ever new opportunities and innovations revolving around IoT and artificial intelligence. In everything we do, we remain true to our roots: as a regionally connected family business that always stays firmly grounded in spite of our stellar high-tech. Here's to your unique future with us: Yours!
Position:Senior Customer Service Operations Manager
Hierarchy Level: Senior
Functional Family: Sales
Sub Function: Customer_Service
Job Description
Oversee and monitor customer service operations with a primary focus on administrative tasks. Collaborate closely with CS management to meet agreed service levels and ensure alignment with global objectives. Initiate, oversee and supervise CS process improvement and Automation Initiatives. Support development and improvement of the company's customer service strategy for the region, ensuring alignment with overall business objectives and the needs of various stakeholders.
Job Responsibilities
- Functional coordination between the Global CoE Customer Service and other Hubs: (TAC, other CoEs), ensuring seamless communication and collaboration.
- Facilitate communication and collaboration across all clusters, with a focus on hub related initiatives aimed at improving overall customer satisfaction and driving regional projects.
- Lead cross-cluster projects, such as enhancing customer experience, improving response times, and increasing operational efficiency.
- Support day-to-day CS activities by establishing and maintaining best practice standards that are consistent across all cross-hub Customer Service teams.
- Provide routine and ad-hoc reports to management to support informed decision-making.
- Prepare audit support and present processes during audits to demonstrate compliance and best practices.
- Supervising, workforce management and Intraday-Management to plan and monitor CS capacities across all clusters, on a day-to-day basis to ensure optimal resource allocation and service delivery.
- Achieve governance by coordinating of team meetings and other forums to ensure alignment and effective communication across all levels.
- Identify CS automation opportunities for and oversee their implementation over all clusters to streamline operations and improve customer service efficiency.
- Coordinate responses to customers during emergencies (SAP / e-shop etc.) ensuring rapid and effective communication.
- Consolidate DCC requirements for all clusters, serve as a central point of contact for DCC requirements and coordinate with all stakeholders for further developments.
- Regular reporting on CS quality results, customer service quality and identify areas for improvement in alignment with cluster managers.
- Initiate trainings on systems / processes / customer communication in alignment with the cluster managers and setup / maintain a training database with all completed training programs for the customer service representatives.
Qualifications
- Bachelor's degree in a relevant field or professional training (specialised training)
- Several years of professional experience in customer service, ideally with experience in leading a regional / cross-border Customer Service organization
- Preferably working in a medium-sized manufacturing company or in the relevant field
- Excellent proficiency in English, both verbal and written
- Note: Extensive relevant experience and demonstrated expertise may substitute for the required degree
Benefits: Social Insurance coverage (APAC), Staff insurance coverage (APAC)
