Monitor Global CCC KPIs and address and resolve CSAT cases.
Develop an accountable, collaborative, diverse, entrepreneurial, and passionate team.
Drive operational excellence to our IAM and OES partners.
Day to day support of the Sales Desk Agent Team and new employee training
Help drive alignment with the Aftermarket distribution centers and manufacturing plant(s) to ensure allocation to meet customer delivery needs.
Support process improvement by improving overall department and organization efficiency and performance by identifying opportunities to enhance internal processes.
Maintain or create work instructions and quick references for the team; collaborating with Service Desk Organization Leader.
Help drive customer satisfaction on all performance indicators by engaging cross functional teams as applicable.
Provide backup support for the team in shortage situations. This can include but not limited to: Answering incoming customer phone calls and provide professional first-class sales support, email support, and/or entering in orders.
Review and provide feedback through call reviews and email monitoring and support and back up Customer Service Team Leads.
Requirements
Bachelor's Degree or equivalent years of relevant experience
2+ years of experience in a help desk, service desk, call center or equivalent technical service management environment
Strong understanding of regional aftermarket value chain (product knowledge, pricing, marketing, branding, distribution), customer requirements and trends
Strong critical thinking skills with exceptional analytical, communication, interpersonal, and organizational skills.
Negotiation skills a plus.
Ability to act as a strong service leader in front of the customer with knowledge of material availability
Ability to communicate effectively laterally and horizontally to internal and external business partners
Skilled SAP management.
Understanding of existing OES LTAs and agreements concerning Aftermarket/understanding of dealers and IAM network