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The Customer Service Excellence (CSX) Specialist is responsible for ensuring the effective execution and monitoring of service delivery activities, partnering closely with Supply Chain and cross-functional teams to fulfill customer and intercompany orders efficiently. This role drives operational excellence through proactive order management, data accuracy, continuous improvement initiatives, and collaboration across the organization, contributing to a seamless customer experience and supporting business growth and customer retention.
Lo que hará
- Manage and execute complex service delivery activities with a customer-centric mindset, ensuring seamless order fulfillment without direct customer interaction.
- Create, modify, and monitor deliveries through automated and manual processes, including delivery block reviews, incomplete delivery management, and error log resolution.
- Prioritize and balance customer requirements with Supply Chain capabilities to ensure timely fulfillment of customer and intercompany orders while optimizing costs.
- Support the understanding of customer needs, market trends, and service challenges by providing accurate and relevant service delivery insights.
- Maintain high-quality data within CRM systems, supporting call planning, follow-up activities, and business development initiatives.
- Contribute to customer retention and business growth by delivering high-quality service and identifying opportunities to enhance the customer experience.
- Collaborate closely with CSX, CoE, GBS+, and Supply Chain teams to align priorities and effectively meet customer requirements.
- Support the implementation of organizational changes, projects, process improvements, pilots, and regional best practices.
- Identify and promote continuous improvement opportunities to increase operational efficiency, simplify workflows, and enhance service performance.
- Prioritize workload effectively and ensure activities are completed with a high level of productivity, quality, and timeliness, leveraging KPIs and performance reports to monitor results.
- Utilize SAP, Service Cloud, and other customer service tools to drive operational excellence, improve efficiency, and support ongoing system enhancements.
