Customer Service Team Leader

The Company

kp is a globally recognised leader in the packaging and specialty film industry, renowned for its unwavering commitment to sustainability and innovation. The need to act on climate change has never been clearer so we incorporate sustainability into everything we do by #InvestingInBetter - creating innovative products that enhance product protection, shelf life and contribute to reducing the overall carbon footprint.

At kp, we are passionate about ensuring our customers' satisfaction, and we strive to achieve this goal by focusing all our efforts on meeting their evolving needs. Our dedication to drive a positive change in the packaging industry with a focus on quality and sustainability has earned us a reputation as a trusted partner for businesses worldwide.

Purpose of the job:    

Primary responsibility of the Customer Service Team Leader is to ensure that KP customers and stakeholders experience excellent service across the breadth of the services and products on offer from Customer Service Team.  Working at both local and group level, key processes include Policy development, Customer communications, Order Management, claims & complaints management, and leadership of the Customer Service Team. Is responsible for the full portfolio on offer in his/her area, for the full customer base and for the full customer service team in his/her direct or dotted line reports. Gives information to the sales organization on Customer behavior and experience

1. Is responsible for the quality and efficiency of services/ information to the customer base including (but not limited to) order management, order fulfilment, problem solving, claims & complaints management and other services across all media (Telephone, Emails, etc.)
2. Is responsible of all processes within his/her area in Customer services and leads improvement plans to enhance the customer experience, improve efficiency, or reduce pain points.
3. Is responsible of the orders check, including the latest updated price and ITC checks without any exceptions
4. Is responsible for the follow up on daily routines: follow up on open orders, issue solving, satisfy the customer expectations within KP commitment
5. Puts in place/ contributes to the KPIs and measurement indicator to secure the quality of the service. Acts in case of deviation vs objective/ plan.
6. Commercial attitude: strong coordination with sales team through active listening, visiting customers when required. Coaches his/her team to optimize every customer contact.
7. Communicate clearly with your line manager(s) aiming at representing the customer fairly and accurately.
8. Is responsible to apply Customer service procedures and follow the processes strictly in respect of the quality management system and in accordance with KP policies and standards
9. Can contribute to back up and organization specific for critical business processes
10. Is responsible of the quick turnaround of customer complaints or any issues in the shortest lead-time; of escalating if necessary; of defining and implement apply all necessary corrective measures and action plans
11. Replace / assist colleagues when required to maintain the level of service
12. Is responsible for health and safety compliance as per standards under local law
13. Develop and shares with his/her team a wide market and product knowledge
14. Any additional tasks in relation to customer

Functional /

Technical Skills:          Experience in SAP and/or JD Edwards + Salesforce

                                          Large understanding of the company: Finance, Supply Chain, Production…

International trade: Incoterms, payment terms, transport, letters of credit

Pack office

Excellent written and verbal communication in English, additional language skills are a plus, especially Italian, Portuguese and/or French

Problem solving/ Action plan management

Minimum 2 years’ experience in customer service leadership role, ideally in the manufacturing industry

Competencies:                      

             Autonomy

People management

Attention to details, perfectionist

             Proactivity

             Ability to work under time pressure and multi-tasking

             Strong customer Focus

             Cooperative: Willingness to interact and work with others, team player

             Willingness to pass on his/her knowledge

            Travelling will be required on occasion to visit a customer, attend a meeting or a tradeshow.

Apply Now!

If you are determined, thrive in a fast-paced environment with high levels of accountability and focus, then we’d love to meet you! Please apply using the link below.

At kp, Diversity, Equity and Inclusion is vital to our global success. We welcome applicants from all identities, ideas, perspectives and experiences and encourage people from underrepresented backgrounds to apply. We aim to create an inclusive culture where our employees feel empowered to play to their strengths and see themselves reflected in the organization without regard to race, gender, religion, national origin, age, veteran status, disability, sexual preference, marital status, or inclusion in any other protected class.