CUSTOMER SERVICE BUSINESS PARTNER

Job SummaryThe Customer Service Business Partner is a pivotal role within our Customer Service Center of Excellence, responsible for driving optimization and automation of customer service processes. This position focuses on enhancing performance through data-driven insights, benchmarking, customer feedback, and continuous improvement initiatives. The ideal candidate will lead the implementation of customer service processes, establish performance targets, and monitor key metrics. They will serve as the primary point of escalation for service issues, conduct analytics to identify opportunities, and provide training and coaching to local Customer Service teams on tools and best practicesKey AccountabilitiesSupport the management, coordination and delivery of all key customer service projects and ensure an aligned approach to continuous improvement and delivery of on-going business value.Implement standardized customer service procedures and tools, identifying and eliminating inefficiencies within the customer service workflowUtilize relevant and appropriate business tools and act as a subject matter expert to drive improvements.Utilize advanced business tools and act as a subject matter expert to drive improvementsIdentify and support continuous improvement initiatives in Service, Optimization, and Process Improvement Projects, collaborating across all Operations functionsEnsure effective project planning, including resource allocation, timelines, costs, deliverables, and responsibilitiesMaintain compliance with Werfen standard operating procedures and other internal/external requirementsContribute to the creation of a strategic outlook on performance improvement and efficiency opportunities across OperationsManage project analysis by defining clear responsibilities and supporting team effortsDevelop mutually beneficial business relationships through needs identification and delivery of business requirementsPresent findings and evidence concisely in senior leadership meetingsCoach and motivate Customer Service Representatives to meet KPI targetsImplement strategies to increase overall team performance and efficiencyAdminister annual reviews and performance improvement plansEnsure the team has the necessary knowledge and skills to meet customer expectationsBuild trust and consensus among team membersIdentify creative alternative solutions to complex problemsCollaborate with other Customer Service Managers to ensure alignment on best practicesRemove barriers to change and foster a culture of continuous improvementNetworking/Key relationshipsCustomer Service team members, including the director, managers, team leaders, and representativesWerfen affiliates, primarily:SalesFinanceTechnical ServiceLogistics (including transportation and warehousing)Accounts ReceivablePlanningThe Business Partner will communicate regularly with these departments to resolve issues, clarify doubts, and ensure customer expectations are consistently metMinimum Knowledge & Experience required for the position:Bachelor's degree in Supply Chain Management, Logistics, Business Administration, Engineering, or a related field3-5 years of experience in customer service and/or order management1-2 years of prior supervisory/managerial experienceFluency in local language and English (Spanish highly recommended, additional languages are a plus)Skills & Capabilities:Soft Skills:Excellent communication skills (verbal, written, and presentation)Strong interpersonal skills, including the ability to persuade and influenceAdvanced analytical and problem-solving skills, including root cause analysisProject management expertiseConflict management and resolution abilitiesCoaching and mentoring capabilitiesAbility to provide actionable and well-supported recommendationsEffective multitasking and prioritization skillsHard Skills:Proficiency in relevant software, including Microsoft Office suite and order entry systemsIn-depth understanding of order management processes and best practicesData analysis and visualization skillsKnowledge of process improvement methodologies (e.g., Lean, Six Sigma)Key Traits:Customer-centric focusAbility to work well under pressureStrong team playerMeticulous attention to detailAdaptability and flexibility in a dynamic environmentTravel requirements:Up to 30% of time