Customer Service Excellence Coordinator

2 weeks ago

مصر, Egypt Emprego EG Full time

**Job Main Purpose**

Be Supplier of Choice to our customers, automate all manual CS jobs to be done, and track all CS KPIs with solid plan to close all losses in KPIs.

**Job Requirements**

**Service level Part**
- Follow up with external audit teams and internal stakeholders to timely generate service level KPIs reports
- Run, maintain & analyze service level loss tree
- Effectively communicate the results on weekly basis to key stakeholders
- Support and prepare for cross functional meetings to follow up and align on actions
- Generate and communicate the regional reports and CSE dashboards
- Knowledge management of service level KPIs across all departments
- Drive, champion and lead service level enhancement projects (implementation/alignment/project planning)
- Analyse current CS process & workflow and work on automating order processing & reporting tools

**Field Part**
- Market visits to validate service level readings vs actual market feedback
- Customer visits to make sure we are aligning the results with our key stakeholders
- Partner with internal and external stakeholders to drive mutual service level enhancement agreements
- Work on CPFR implementation with key customers

**Cost To Serve**
- Perform business complexity analysis to influence key process, structure enhancement projects
- Align, facilitate and monitor customer service department savings projects

**Job requirements & Qualifications**:

- Any relevant bachelor's degree
- 1 to 3 years of experience
- Good market and company CD awareness.
- Strong analytical skills.
- Advanced MS Office (Excel/Power point) skills.
- Knowledge of SAP ECC is a plus.
- Strong communication skills
- Stakeholders' management and presentation skills

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