At Lonza, we invest in great people. We encourage our employees to challenge themselves and we offer an environment that fosters creativity and success.
Headquartered in Basel, Switzerland, we operate production, R&D, and business sites around the world, including Europe, North America, and Asia.
Our vision :
We strive to be the leading supplier using science and technology to improve the quality of life.
Our mission :
We work with passion, using advanced technologies, to transform life science into new possibilities for our customers.
Do you want to help us as we shape the future of this great organization?
Responsible for development and execution of appropriate strategies, organizational design and process management for all customer service activities in order to provide customers with superior customer service.
Lead the CSS (Customer Service team) and develop the staff through proactive coaching, mentoring, professional development and performance feedback.
Be responsible for all related to decision making on workload distribution for the team, quality (measurement and follow up) and be able to understand and transmit to his / her team the level of importance that a request has for a customer, taking into account the end to end process
Manage and coordinate activities of CSS within the group to work successfully and in cooperation with other internal organizations to ensure alignment of business goals, strategies and customer satisfaction programs.
Responsible for overall delivery of prompt, accurate processing of customer orders, inquiries and assure timely resolution to customer issues and complaints with applicable corrective action plans.
Support CSS with overflow of work as required.
Develop and maintain continuous process improvement programs
Drive consistent SAP utilization and recommend enhancements within the customer service functions while implementing agreed system changes.
Ensure Customer Satisfaction, controlling and implementing any service improvement strategy
Coordinate and develop monthly Key Performance Indicators to measure and report on with CS Manager
Perform other duties as assigned.
College education or experience equivalent in Customer focused organization.
Fluent in English language C1.
Senior professional with 5+ years of experience managing customer care, customer service, order entry or order management processes.
Vast experience building trust with different stakeholders and maintaining a clear and assertive communication with all levels of the organization and externally.
Proven experience in decision making processes with a clear customer centric mindset.
Very used to identify KPI s for the operation, serving as someone who proposes what to measure rather than just to follow what is established.
Proactive and problem solver skills are a must.
Senior enough to be able to back up with data and analysis his proposals / ideas and support them to leaders of all levels