Head of Customer Service PHD Americas

The Company
United under one vision: The Sustainable Protection of Everyday Needs, kp is a global market leader in rigid and flexible packaging and specialty film solutions. The need to act on climate change has never been clearer so we incorporate sustainability into everything we do by #InvestingInBetter - creating innovative films and trays that protect medication and medical devices, keep products safe, help avoid food waste and preserve the integrity of countless durable products.

kp has earned a gold rating from EcoVadis, the leading platform for environmental, social, and ethical performance ratings, putting kp in the top 3% of companies rated in the manufacturing of plastics products sector. Founded in 1965, kp has 31 plants in 18 countries and employs over 5,700 people committed to serving customers worldwide in over 60 locations.

Purpose of the job:     

Lead the Customer Service Teams in PHD Division - Americas. Develop Customer Service to an integral part of our Commercial team in order to have a strong team of internal and external Sales serving our customer on a highly professional level to fulfil customer requirements.

Key tasks and responsibilities:

• Situational support of the Customer Service Team in their daily business and ensure an efficient process organization to ensure order confirmation to customers within 48h
• Ensure monthly reporting, monitor and report KPIs for Customer Service
• Ensure professional handling of customer complaints
• Support Sales trend through selective measures with Sales  
• Personnel planning (working time, annual leave, substitutes)

Management responsibility:

• Direct subordinates: Up to 20 Customer Service Representatives

Strategic impact: 

• Drive Customer Service and Company Metrics
• Effectively train, develop, and performance manage Customer Service team.
• Ensure alignment of processes, procedures between all PHD Groups

Functional knowledge and technical skills within own and other areas:

• Solid knowhow in ERP Management / SAP preferred
• Experience in HRIS performance Management systems (Success Factors Preferred)
• Solid knowhow in MS-Office, especially in Excel

Educational requirements/qualifications and experience:

• University Degree in Commercial, Engineering or any related field or similar education plus 5-10 years’ experience in Customer Service, Logistics or similar roles.

• Experience in customer relationship management

Key competencies:     

• Leadership qualities with a persuasive and self-reliant behavior
• Fluent in English language
• Fluency in Spanish (preferred)
• Good communication skills and excellent team player
• Intercultural awareness
• Self-starter with a high level of accountability
• Target-oriented / metric driven working style

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.