Associate Manager, Orders & Claims Management

Job Location:

Sofia - Bulgaria

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

JoinBIC World acommunity of brandsdedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed togrowing our iconic and innovative brandsby reimagining everyday essentials in new sustainable and responsible ways.

Our culture encourages aroll up your sleeves and get the job donemindset ensuring self-starters problem solvers and innovative thinkers can truly thrive. At BIC World you are empowered to take ownership of your career and use your unique perspective to make a meaningful global impact on our mission.

The position of Associate Manager Orders & Requests is part of the Order To Cash line of Group BIC Services in Sofia Bulgaria. Within the scope of several markets and others this position will:

Ensuretimelyand effective management of customer orders and requests.

Staff train engage and lead a team of Orders & Requests operators in GBS.

Coordinate with functional support at Local and European level to achieve service levelobjectivesand ensure continuous improvement in customer satisfaction.

The Associate ManagerOrders&Requests will be accountable for the day-to-day management of the associates Order to Invoice and Customer CareprovidingtimelyefficientandaccurateCustomerservices to the entities under scope. The Associate ManagerOrders & Requestswill support his team to meet any established SLAs and support theteamcontinuous personal and professional development.

Key accountabilities:

Management of Associates Order to Invoice and Customer Care:

People Management: Animate his team (Up to 12team members)

Participate in the recruitment process management and development of the associates in the Order to Invoice and Customer Care Line ensuring that the required knowledge and resources are available to meet the needs of the business; secure back-up continuous and sustainable operations and achieve business targets

Coach team members on deliveringhigh qualityCustomer service

Identifyteam training needs and responds withappropriate interventionsto ensure service quality

Able to clarify role accountabilitiesin order toguarantee efficient service delivery

Handles escalations from the team and resolve complex issues and address critical topics

Team KPIsreviewand follow up and continuous improvements

Deliver to agreed SLAsregardingtime and accuracy working directly with key stakeholders toidentifyand address issues whererequired

Review monthly metrics/KPIs and trends toidentifyopportunities for continuous improvement

Lead process simplification and improvement initiatives

Drive collaboration with GroupSupply and Deliveryand localCSteams toidentifyand implement process improvements

Share best practices and cross-fertilize align regularly on activities in scope with other colleagues in the OTC Line Conduct lessons learned

Ensure Compliance with Group Guidelines/ Procedures/Policies

Stay up-to-date on the latest BIC policies and procedures as well as legal constraints and new trends in OTC management / CS and related systems and technology

Assistwith implementing andmaintaininginternal controls and procedures

Ensure the GBS policies and procedures are up to date & appropriately implemented

Knowledgeskills and experience:

Minimum 4/5 years in a similar function and Experience in GBS/SSC Industry
In depth knowledge of Customer Service management
Technical and practical application experience in Customer Service procedures and controls is desirable.
Able to deal with and enhance complex computerized business systems - BIC is using multiple internal tool and systems (JDE SHOWCASE)
Management experience a plus
Very good communication skills
Teamwork spirit easily communicate with team members and other departments
Excellent project management and communication skills
Customer service orientation and attention to details
Proven ability to work with deadlines and time pressure
Proven excellent problem solving and drive for results

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products make better decisions and better serve our customers. We do not discriminate based upon race religion color national origin gender sexual orientation veteran status disability status or similar characteristics. All employment is decided based on qualifications merit and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice all resumes submitted by search firms to any team member at BIC via email or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.

Required Experience:

Manager