Job Summary: The Customer Service and Data Lead for North America is expected to lead our customer service team while playing a pivotal role in managing and maintaining our critical master data, enabling key customer service tools, and optimizing data flows across our platforms. This role will leverage your expertise in customer operations, data management, and technical understanding of systems to deliver best in class customer service and operational efficiency. It is important that this manager have a passion for customers, strong systems knowledge and can manage large data sources.
JOB RESPONSIBILITIES:
- Team Leadership: Oversee the daily operations of the customer service team, providing coaching, mentorship, and performance management to ensure high-quality customer interactions across all channels (phone, email, chat).
- Customer Service: Actively monitor customer satisfaction metrics, identify trends, and implement strategic initiatives to enhance customer experience and resolve complex issues promptly. Contribute to short- medium term Strategic Business Review process with offer strategy and financial impact. Conduct periodic Voice of Customer investigations to baseline UPL and continuously improve customers’ experience working with UPL.
- Performance Monitoring: Set clear customer service goals, establish and track key performance indicators (KPIs) like response time, resolution rate, and customer satisfaction, and implement corrective actions as needed.
- Operational Efficiency: Managing key customer operations such as Bulk repacking, Complaint Management, Sample Management, etc. Creating transparency with customers and sales around order management and distribution. Managing both internal and external audits is key to demonstrating strong process and controls over the commercial operations.
- Stakeholder & Cross-Functional Alignment: Collaborate closely with sales (Key Account Management, B2B and Field Sales), marketing, product development, and other departments to ensure a cohesive customer experience and aligned business objectives. Effectively communicate customer feedback, data insights, and system integration updates to key stakeholders, including senior management.
- Master Data Management: Establish and enforce data quality standards for customer and product master data across all systems, ensuring accuracy, consistency, and data integrity. Conduct regular data cleansing and validation processes to identify and rectify duplicate records, incorrect information, and data discrepancies. Develop and implement a comprehensive data governance framework, including data ownership, access control, and data quality guidelines.
- Data Integration: Collaborate with IT and cross-functional teams to streamline data flows between CRM, ERP, and other systems, ensuring seamless data synchronization.
- Systems and Tools: Leverage and continuously improve all available to systems and tools (CRM tools like SFDC, SAP, Microsoft 365, etc.) to optimize customer interactions, track issues and improve communication. Create and maintain important reporting for customer and order management.
REQUIRED EDUCATION AND EXPERIENCE:
- Bachelor's degree in Business Administration, Operations Management, or related field.
- 10+ years of proven experience in an operations leadership role, with a strong track record of managing customer service teams and achieving high customer satisfaction.
- Demonstrated proficiency in data management principles, including master data governance and data cleansing techniques.
- Experience with CRM systems, SAP S4 Hana, and system integration processes.
- Excellent communication, interpersonal, and problem-solving skills with the ability to handle complex customer inquiries.
- Proven ability to lead and develop a high-performing customer service team, fostering a positive and collaborative work environment.
- Strong analytical skills to identify trends, interpret data, and make data-driven decisions.
- specifically with commercial, finance and supply chain leadership and teams.
Team: 6 Direct reports
UPL COMPETENCIES:
- Adaptability & Resilience: Recognizes and is open to changing circumstances and alters behavior and scales up as necessary; increases personal awareness and appreciation of individual and cultural differences to create an open, inclusive, and accepting workplace.
- Entrepreneurial Mindset: Has a creative mindset and ability to think holistically, takes calculated risks and maximizes opportunities.
- Results Orientations: Takes action, pursues goals with persistence and achieves results; communicates goals and vision to the team to drive enthusiasm and ambition.
- Execution Excellence: Enhances the speed of execution and builds efficiency in processes, systems and people; has sharp focus on quality-orientation.
- Strategic Orientation: Demonstrates knowledge of the social, economic, and environmental factors and how they impact the business. Identifies key issues that could impact the business and develops strategy through an analytical lens / design thinking.
- Building Teams and Talent: Empowers colleagues through knowledge sharing and delegation, quickly establishing rapport; provides recognition for achievements and accomplishments.
- Customer Centricity: Understands the customer needs and pain points, fulfills the needs and expectations by focusing on creating value for customers.
Travel: Approximately 10% to meet Commercial teams, internal marketing team meetings, leadership team meetings, attend conferences/ external events of relevant to the pricing area.
