Customer Service Lead at Coloplast

Your key responsibilities will be

• Lead the customer service team of customer service and key account support to deliver on all service challenges.
• Define, measure and monitor key SLAs / KPIs for constant improvement and root cause analysis for issues and complaints.
• Drives project excellence and governance discipline within the business.
• Analyse the “As Is” processes, identifying non-value add and waste activities to establish new best in class process architecture for Coloplast services, liaising with Supply Chain for the end delivery points.
• Act as the quality and business optimisation expert.
• Capacity planning and business model impact analysis for seasonal challenges and change projects.
• Drive continuous improvement across the business, leading projects where Customer Service and Key Accounts are involved.
• Acts closely together with Sales, Marketing, Consumer and Business Support to ensure commercial activities are aligned with business area strategies
• Be the liaison with the rest of Coloplast departments on any change initiatives that affect operations.
• Support the service and sales teams with key metrics, workload planning and process compliance.
• Support the development and delivery of the ABP commercial priorities by alignment, prioritisation and timely delivery of key activities
• Own the Business Continuity Plan, ensure robust and tested contingency plans are in place.

Professional qualifications

• On Site (JHB based)
• Bachelor’s degree or similar
• 3-5 years of Customer Service experience
• Proven experienced in process mapping / architecture
• 3 years of prior continuous improvement experience desirable
• Excellent verbal, written and numerical skills
• Highly computer literate E.G. Excel, PowerPoint, MS Project