Job Description:

The main purpose of this role is to ensure excellent customer service, with specific focus to the execution of the strategic priority customers within the growth engine and seed categories.

The job holder acts in strong alignment with all sales segment teams to ensure best in class customer-facing service to customers and high-class stakeholders management.

The job holder acts as key stakeholder to key account managers of the different segments.

Key Responsabilities

Customer-Facing Excellence

• As lead of customer service operations in BBAI countries, the job holder is a source of expertise in, and ensures adherence to, strategic objectives and ambitions of each segment in line with growth ambitions.
• The job holder leads BBAI countries customer service initiatives with four different market teams in respective locations (Slovenia, Serbia, Bulgaria, Israel) to ensure all customer demands are met with the right local, cluster and regional approach and responsiveness.
• To enable effective customer service the job holder and his or her teams show strong stakeholder engagement with adjacent key account managers and build strong relationships.
• Owns and shares up to date knowhow in customer service and is able to respond to necessary cluster and market changes quickly (i.e. adjustments in prioritization)
• Responsible for ensuring participation of the team in the market and cluster S&OE meetings and discussion on a regular basis and ad hoc

Customer Experience

• Enables excellent customer interactions with the direct reports in the team and ensures great operational relationships with all relevant customers.
• Highlights major issues and deviations to the agreed strategic channel management framework of each segment and drives standards between BBAI countries customer service associates in line with cluster and regional priorities.
• Collaborates with relevant sales colleagues from all segments to deliver state of the art response time and communication to our partners and strategic customers, while being clear on the deviating performance of others.

Cost to Serve

• Drives continuous improvement for cluster cost to serve processes to drive sources of waste out of the organization.
• Ensures measures such as CRPC compliance are tracked and met wherever possible in compliance with pre-aligned customer trade terms.
• Role models practice and knowledge across Cluster teams and engages stakeholders to reduce customer service issues related to cost such as returns and refusals.
• Brings rigor to ensure order to cash is as touchless as possible in order to ensure efficient operations and cares to reduce transactional workload and time spent of each associate

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.