Customer Solution Manager

RESPONSIBILITIES:

Act as first point of contact to manage escalations and exceptions from service delivery network where policies cannot be applied, including but not limited to conflicts in commercial terms, order related inquiries, resolutions for blocked or incomplete orders, price and rebate, claims and complaints.

Oversee of all third party operations to make sure operational continuity through relevant. Actively identify and document performance trends and collaborate with global process owners and third party vendor to address repetitive findings and develop corrective and preventative actions.

Engage with key customers to drive joint-value creation projects. Further establishes customer focus and ensures high levels of customer satisfaction by measuring and tracking relevant customer satisfaction metrics.

In conjunction with local division colleagues, continuously recommend and implement process and technology improvements

In collaboration with local business and global customer solution strategist to drive efficiency and quality.

Support global project implementation in local market when it is required, for example play expert role for implementations.

Close collaborate with upstream and downstream cluster planning logistic to achieve synergy.