Customer Services Manager at Essity

About the Role
The Customer Service Manager will be responsible to assure efficient and accurate execution of Customer Service processes, aiming at maximum customer satisfaction. Will manage the activities of the team, so that the organization’s sales processes are effectively supported. Enhance processes and service through process improvements and digital transformation. We're looking for people who embody our values, aren't afraid to challenge, innovate, experiment, and move at a fast pace. This role will report directly to the Business Logistics Director. We're always looking for ways to improve our products and ourselves. If this is you, we'd love to talk. 

What You Will Do

• Manage order to billing (O2B) process for all products’ categories in Health and Medical, Consumer Goods & Professional Hygiene.
• Plan, prioritize, and schedule the team’s activities so that resources are used effectively, and that work schedules and targets are met to ensure product/service standards at highest quality.
• Monitor status of activities to identify problematic areas and adapt measures to improve the overall performance of the team. Proactively manage all area of all CS processes to avoid or minimize negative impacts. 
• Develop and monitor customer service indicators (KPI) to assure excellence in customer service. 
• Manage complaint handling process and ensure timely response 
• Develop, maintain, and monitor application of operating systems including policies and procedures, operating structure, and information flow; making sure data is entered correctly. incl. monitoring of pricing, trade terms, and all other Master Data within CS responsibilities
• Assure all CS reporting is regularly provided (open orders/ BO, invoiced orders, etc.) 
• Interact with Logistics & Demand Planning team to secure service levels at the lowest distribution cost (manage orders optimization and other cost reduction activities)
• Liaise with functional or operational managers (for example in sales, marketing, finance, supply and logistics) to ensure that sales administration activities are integrated with other parts of the business and appropriate for current and future sales and marketing activities.
• Manage, involve, and coordinate all CS related projects. Represent strong CS insight in all other business projects.
• Lead, direct, evaluate and develop people and organization so that activities are completed accurately and on time.
• Enhance processes and operations through digital transformation
• Research and implement new ways to improve the customer experience
• Develop and build strong relationships with key customers and sales

Who You Are

• Must have a post matric qualification of a University degree preferably in Business Administration or Commerce
• Must have 5-6 years of work experience in customer service operations, preferably in an FMCG environment or similar
• A minimum 2-3 years management experience in Customer Service 
• Experience of SAP R3 is an added advantage
• Proficiency in Microsoft Office, Outlook, and customer service software