Main responsibilities: 

1. Process & Performance Excellence

• Review and Optimize: Analyze, assess, and propose adjustments to existing workflows to eliminate bottlenecks, minimize errors, and improve operational efficiency.
• Standardize and Digitize: Develop and standardize Standard Operating Procedures (SOPs) for both customer-facing and internal interactions. Lead the adoption of technology and software solutions (CRM, ERP, low‑code/no‑code platforms) to automate processes and develop internal solutions that enhance overall productivity.
• Performance Management: Establish, monitor, and evaluate key performance indicators (KPIs) for the customer service teams to ensure targets are met and consistently exceeded.

2. Service Quality Enhancement

• Service Standards Development: Establish and implement clear service quality standards (Service Level Agreements – SLAs) tailored to the specific requirements of each operational group (OTC, ETC, and Logistics).
• Analysis and Measurement: Lead the collection and analysis of data from various sources (customer feedback, surveys, complaints, operational data) to identify and monitor key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Contact Resolution (FCR).
• Customer Experience Management: Develop customer journey maps, pinpoint critical touchpoints, and recommend improvement initiatives to deliver a seamless and outstanding customer experience.
• High‑Level Complaint Resolution: Handle complex issues and escalated complaints, ensuring thorough resolution and maintaining strong relationships with key strategic customers.

3. Managing Team and Building Capabilities

• Leadership and Development: Recruit, train, coach, and develop a service quality management specialists team, building a professional workforce with deep expertise in the pharmaceutical industry and a strong customer‑centric focus.
• Building a Service Culture: Promote a customer‑centric culture across the organization, ensuring all departments understand and are committed to upholding service standards.

Requirements: 

• 6–8 years of experience in customer service management, preferably in retail, product distribution, order processing and operations, and customer complaint resolution.
• In‑depth experience with CRM systems, Order Management Systems (OMS), or other customer support software and tools for customer and order data analysis.
• Strong problem‑solving skills with expertise in data analysis and reporting
• Knowledge and expertise in logistics and distribution
• Specialized knowledge in pharmaceuticals is an advantage
• Communication, negotiation, and persuasion skills.
• Ability to execute plans effectively.
• Strategic thinking and decision – making ability. 
• English: Proficiency in all 4 skills (Listening, Speaking, Reading and Writing)
• Knowing another foreign language is a plus, but not a must.
• Proficiency in Microsoft Office (Excel, Word, Power point, Power BI...).
• Ability to leverage no‑code/low‑code platforms to automate processes or develop internal solutions is a plus.