Customer Service Global Process Owner (GPO)
The Customer Service Global Process Owner (GPO) acts as the chief architect, educator, conductor, and enforcer of customer service processes. This role is essential before, during, and after the rollout of any customer service process.
The process owner is responsible for designing cross-functional workflows, benchmarking industry practices, and tailoring customer service processes to meet management objectives.
He / She maintains standardized and efficient processes worldwide in the customer service domain to align with O2C’s strategic goals.
GPO promotes best practice sharing across countries, markets, and divisions, and implements continuous improvement measures to impact results, enhance profitability, and support Werfen’s business objectives. As a change leader, she/he engages, inspires, and empowers the global community to contribute to ongoing process improvements.
Architect of Customer Service Processes
* Serve as the functional expert on customer service processes, methodologies, and their application within SAP systems.
* Design and enhance managed processes ensuring compliance with relevant regulations.
* Drive process implementation, adherence, and change management initiatives.
* Customize customer service processes to be adopted organization-wide to meet management objectives.
* Participate in steering committees to oversee process development, scope changes, and monitoring.
* Develop and update training materials for respective process groups.
* Implement changes and facilitate handover to local or regional customer service managers.
Networking / Key Relationships
Establish relationships with operational teams, process owners, PMO, and COEs. Regular interaction with supply chain members, including directors, managers, team leaders, and representatives, is required. Additionally, communicate with Werfen affiliates across sales, finance, technical service, logistics, accounts receivable, and planning to resolve issues and meet customer expectations.
Qualifications include a bachelor’s degree in supply chain management, logistics, business administration, engineering, or a related field.
Require three to five years of experience in customer service and/or order management, with one to two years in supervisory or managerial roles.
Fluency in the local language and English is required; Spanish proficiency is highly recommended, and additional languages are a plus.
Key skills include analytical and problem-solving abilities, coaching, providing actionable recommendations, proficiency in Microsoft Office and order entry systems, and understanding of order management processes.
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