The EMEA QTC Process Lead, Customer Service oversees the end-to-end customer service process, ensuring high levels of customer satisfaction and compliance. The role involves resolving issues, optimizing processes, and collaborating with internal stakeholders to enhance service quality.

• Oversee the end-to-end customer service process within the Quote-to-Cash (QtC) function, ensuring high levels of customer satisfaction.
• Identify & implement process improvements to enhance customer service efficiency and effectiveness through automation / digitization
• Identify root causes of recurring issues and implement corrective actions to prevent future occurrences.
• Develop escalation protocols and coordinate with various departments to efficiently resolve complex or high-priority customer issues related to QTC process areas, conducting root cause analysis to prevent recurrence.
• Monitor Key Performance Indicators (KPIs) related to customer service performance, such as response times, resolution rates, and customer satisfaction scores.
• Serve as the primary point of contact for customer service process related issues and inquiries within the QtC function.
• Collaborate with internal stakeholders such as BPT, sales, finance, and legal to ensure seamless execution of customer service processes
• Develop and implement customer service policies and procedures to enhance service quality and efficiency.
• Stay updated on industry best practices and incorporate them into the customer service process.

Qualifications and Skills:

• Strong ability to analyze data, identify trends, and excellent problem-solving skills.
• Strong communication and interpersonal skills.
• Demonstrated leadership and team management capabilities in a matrixed organization.
• Proficiency in project management methodologies and tools.
• Proven Lean Management skills with Lean Six Sigma certification a definite asset.
• Strong familiarity with ERP & CRM systems (e.g., Salesforce, SAP, Oracle) and other financial tools and technologies.

Education and Experience:

• A minimum of a bachelor’s degree in business administration, Finance, Customer Service Management, or a related field is required.
• A master’s degree or relevant professional certifications in customer service or project management are highly desirable.
• 5-7 years of experience in customer service management, with a focus on processes and customer interactions.
• Proven track record of managing and optimizing customer service processes in a global or large-scale organization.