Job Description:

• Oversee the team’s execution of customer service commitments, including compliance with SLAs, SOPs, and working instructions.

• Monitor performance metrics and produce reports that identify areas for improvement, including the “what and why” of performance results.

• Ensure timely and accurate resolution of escalations, exceptions, and ad-hoc operational issues.

• Drive process optimization initiatives and support the implementation of larger process improvement projects.

• Ensure the accurate maintenance of operational documentation, including SLAs, SOPs, and performance records.

• Serve as the primary point of contact for assigned key customers, ensuring proactive communication and issue resolution.

• Build strong relationships with customers to understand their needs and align services to meet expectations.

• Coordinate with internal teams, including operations, product, and control tower teams, to ensure smooth execution of deliverables.

• Collaborate with external stakeholders and partners to maintain service quality and resolve escalations effectively.

• Act as a point of escalation for key customers, providing strategic oversight and ensuring effective communication.

• Lead the preparation and presentation of business reviews for customers, highlighting performance insights and improvement plans

• Monitor customer service commitments, including SLAs, SOPs, and working instructions, to ensure compliance and high-quality delivery.

• Analyze performance data to identify trends, root causes, and opportunities for improvement.

• Drive resolution of customer issues, handling escalations promptly and ensuring long-term corrective actions.

• Act as the lead for problem-solving initiatives to address operational challenges and prevent recurrence.

• Foster a collaborative and results-oriented team culture by promoting clear communication and continuous improvement.

• Prepare and deliver performance reports for both internal and external stakeholders, providing clear insights and recommendations for improvement.

• Conduct periodic customer reviews, presenting performance metrics, achievements, and proposed actions to enhance the partnership.

• Develop and maintain operational documentation, such as performance records, SLAs, and SOPs.

• Identify areas for process optimization and work closely with teams to implement solutions.

• Support the rollout of new processes or systems designed to enhance service delivery and customer satisfaction.

• Leverage customer feedback to initiate and guide continuous improvement initiatives.

Job requirements:

• Bachelor degree in business or related discipline

• Full fluency in written and spoken English

• Experience in supply chain operations, customer experience, or a related field.

• Demonstrated ability to manage multiple stakeholders, including customers, internal teams, and external partners.

• Strong knowledge of operational processes, service delivery frameworks, and performance monitoring.

• Proven track record of delivering results in a fast-paced, customer-focused environment.

• Proficiency in reporting tools and systems, with the ability to produce clear, data-driven reports.

• Exceptional organizational skills to manage multiple priorities and ensure team accountability.

• Customer Focus: Strong ability to understand and deliver on customer needs and expectations.

• Communication: Excellent verbal and written communication skills for engaging with diverse stakeholders.

• Collaboration: Strong interpersonal skills to coordinate across teams and manage stakeholder relationships.

• Analytical Thinking: Ability to analyze data, derive insights, and present actionable recommendations.

• Time Management: Capable of managing multiple tasks and priorities effectively, ensuring timely delivery of commitments.

• Leadership: Proven ability to manage, develop, and motivate teams to deliver exceptional performance.

• Problem Solving: Strong capability to manage escalations and resolve complex operational challenges.

• Process Optimization: In-depth knowledge of operational systems, processes, and best practices for driving efficiency.