Customer Service Global Process Owner (GPO)
The Customer Service Global Process Owner (GPO) functions as the chief architect, teacher, conductor, and, when required, the enforcer of customer service processes. This role is essential before, during, and after the rollout of any customer service process.
This process owner is responsible for working cross-functionally and benchmarking among industry peers and thought leaders to tailor the most appropriate customer service processes to achieve management objectives.
They will maintain standardized and efficient processes in the customer service area worldwide to ensure that business outcomes align with O2C’s strategic goals.
The GPO ensures best practice sharing across countries, markets, and divisions, and defines and implements continuous improvement measures that can impact results, enhance profitability, and support Werfen’s business objectives. As a change leader, they engage, inspire, and empower the global community to contribute to continuous improvement.
Architect of Customer Service Processes
* Serve as the functional expert on customer service processes, methodologies, and their application in SAP.
* Design and improve managed processes ensuring compliance with applicable regulations.
* Drive process implementation, adherence, and change management.
* Tailor customer service processes to be adopted by the organization to meet management objectives.
* Participate in steering committees to oversee the development and implementation of process improvements and scope changes.
* Oversee the development and updating of training materials for respective process groups.
* Implement changes and facilitate handover to local or regional customer service managers.
Networking / Key Relationships
This role requires establishing relationships with key stakeholders through operational teams, other process owners, PMO, and COEs. It involves frequent interaction with supply chain members, including directors, managers, team leaders, and representatives. Additionally, the role involves regular communication with Werfen affiliates in sales, finance, technical service, logistics (including transportation and warehousing), 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. The role requires 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 is highly recommended, and additional languages are a plus.
Essential skills include analytical and problem-solving abilities, coaching and advising team members, providing actionable recommendations, proficiency in relevant software (Microsoft Office, order entry systems), and an understanding of order management processes.
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