Customer Service Global Process Owner (GPO)
The Customer Service Global Process Owner (GPO) functions as the chief architect, teacher, conductor, and, when required, enforcer of customer service processes. This role is essential before, during, and after the rollout of any customer service process.
A successful process definition requires an effective process owner who is the architect of cross-functional collaboration and industry benchmarking to tailor the most appropriate customer service processes to meet management objectives.
The GPO will maintain standardized and efficient customer service processes worldwide to ensure alignment 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, the GPO engages, inspires, and empowers the global community to contribute to ongoing process improvements.
Key Accountabilities
* Architect of customer service processes
* Serve as the functional expert on customer service processes, methodologies, and SAP application
* Design and improve managed processes ensuring compliance with regulations
* Drive process innovations and document processes
* Lead process implementation, adherence, and change management
* Tailor customer service processes to organizational needs to meet management objectives
* Maintain the overall standard and health of processes and oversee continuous improvement initiatives
* Participate in steering committees to monitor process development and scope changes
* Oversee development and updates of training materials for process groups
* Work cross-functionally with relevant teams
* Benchmark industry peers
* Implement changes and facilitate handover to local or regional customer service managers
Networking / Key Relationships
The role requires establishing relationships with 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 communicates regularly with Werfen affiliates—sales, finance, technical service, logistics, accounts receivable, and planning—to resolve issues and meet customer expectations.
Minimum Knowledge & Experience
* Bachelor's degree in supply chain management, logistics, business administration, engineering, or a related field
* Three to five years' experience in customer service and/or order management
* One to two years' supervisory or managerial experience
* Fluent in the local language and English; Spanish highly recommended; additional languages a plus
Skills & Capabilities
The ideal candidate demonstrates the following traits:
* Customer-focused
* Works well under pressure
* Team-oriented
* Detail-oriented
The candidate should also possess the following competencies and skills:
Soft Skills:
* Excellent verbal, written, and presentation communication skills
* Interpersonal skills, including persuasion
* Analytical and problem-solving skills with root cause analysis ability
* Coaching and advisory skills
* Ability to provide actionable, well-supported recommendations
* Multitasking ability
Hard Skills:
* Proficiency in Microsoft Office and order entry systems
* Understanding of order management processes
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