Teamlead Customer Services, PHD, Business Support Global

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.

We are currently looking for a Teamlead Customer Service for our Global Business Support within our Pharma, Health & Durables Division. The Teamlead CS will be responsible for supporting the global customer service team in areas related to process, systems, reporting, training. Some examples include: Strategic orientation of harmonized Customer Master Data set-up/maintenance, as well business support in reporting and analytics related to service level goals/KPI´s to increase customer satisfaction and sales. This position is based in Portugal, preferably near our Site in Porto with the opportunity to work partly from home.

Key Tasks: 

• Ensuring efficient process organization within the Business Support functions defined areas (e.g. KU, SAP Upgrades, Master Data; Business Warehouse, Salesforce.com, and others)
• Global alignment with business support functions in all regions to ensure common defined standards and standard processes e.g. Customer Master Data, OTIF- and OTIF root cause analysis and other reports
• Ensuring the implementation of all compliance guidelines and approval processes, as well as compliance with legal requirements and the management system requirements for quality, environment, hygiene, occupational safety and energy
• Observation and assurance of defined key figures, including review and implementation of suitable KPIs as well as preparation of reports for all regions.
• Governance with RPL on defined SOP and support RPL to harmonize working methods within the customer service organization
• Coordinate with cross-functional teams to ensure smooth operations and implementation and adherence of standard processes.
• Personnel planning (working hours, vacation, substitution arrangements)
• Ensuring employee development through regular training planning
• Support/lead defined projects/initiatives 
• Situation-related support for day-to-day business

Who we are looking for:

You might be a match to this position with a completed degree (University/Technical College) in the fields of industrial engineering or business administration or 5-10 years business related experiences from Customer Services.

More Requirements:

• Very Strong experience in “order to cash” management and related digital service processes
• In-depth knowledge of SAP SD, BW, Salesforce, Power BI
• Very good MS Office knowledge, especially Excel
• Fluent written and spoken English skills; German would be a Plus
• Experience in report generation 
• Leadership skills with a convincing and self-confident demeanor is an advantage
• High service mentality, strong (internal) customer orientation and organizing abilities
• Extensive knowledge “Order to Cash” Management 
• Strong Analytical and Presentation skills
• High communication skills with intercultural understanding
• Comprehensive understanding of Material, Customer and Vendor Business Rules and workflows within an MDM applications

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.