Guardian

  • Regional Customer Service Manager AMEIA

    Location BH-Manama
    REF.
    2018-1797
    Category
    Supply Chain Management
  • Overview

    Guardian Glass, a major business unit of Guardian Industries, is one of the world’s largest manufacturers of float, coated and fabricated glass products. At its 25 float plants around the globe, Guardian Glass produces high performance glass for use in exterior (both commercial and residential) and interior architectural applications, as well as transportation and technical products. Guardian glass can be found in homes, offices, cars and some of the world’s most iconic architectural landmarks. The Guardian Glass Science & Technology Center continuously works to create new glass products and solutions using the most advanced technology to help customers see what’s possible™. Visit guardianglass.com for more information. 

    Responsibilities

    Responsible for the Customer Service Capability in Africa, Middle East , India and Asia Pacific.

                   

    Expectations:

    • Conduct all affairs with integrity, respect and in full compliance with laws and regulations.
    • Address the gaps in the value chain and come with the action plans.
    • Develop, build and strengthen the company’s strategic competitive advantage.
    • Improve Guardian’s Customer experience within AMEIA.
    • Review the Customer’s order management process, identify the gaps, develop and improve the order management process.
    • Define the customer service proposition and service level and align the different capabilities to create the expected long-term value for the customers.
    • Identify strategic and Key customers and develop an appropriate key account program.
    • Maintain the proper database, documents and records for Guardian Customers.
    • Share best practices within the region and cross-regions within Guardian.
    • Manage the order entry to fulfilment process, meeting customer requirements and align with the forecast, S&OP, Production planning and logistics processes.
    • Define the proper KPIs with the regional team to measure the performance that leads to profitable goals
    • Ensure that timely and accurate information and support is given to the sales team.
    • Maintain the customer contacts, defining the customer value proposition and receive their feedback openly.
    • Apply statistical analysis to inform our business performance relating to customer service.
    • Standardize and harmonize Inside sales processes across the AMEIA region.  
    • Manage Customers claims and complaints efficiently and effectively.
    • Lead and Coach the Customer service team across all AMEIA locations.
    • Work closely with the regional supply chain capability on the shared vision, strategy and priorities.
    • Manage and foster cross–relationships with the support of other corporate / regional / functional teams such as sales, production, finance, HR , legal ,… )
    • Ensure full and comprehensive understanding of the different business units, their processes, customers, systems and technology, corporate guidelines and company policies.
    • Seek and share knowledge and embrace the challenge and change processes.

     

    Project Management:

    • Project manage a number of multi-disciplinary projects including time and cost management.

     

    Expertise:

    • Full, in depth understanding and proven experience in all aspects of Customer services & processes.
    • Comprehensive knowledge of national and international regulations and of the market’s influential key players and experts.
    • Significant experience in managing national and international customer service functions.
    • Supports a team of specialists in the business units.
    • Minimum of 10 years progressive experience, 5 of which should have been within an industrial / manufacturing company as regional Customer Service Manager .
    • Some international business exposure preferred.
    • Demonstrable experience in leadership and Lean Manufacturing.
    • Thorough understand of operations and the ability to work with stakeholders on matters relating to legal, financial, environmental, regulatory, joint ventures, etc.....

    Education:    

    Master’s Degree in business or supply chain preferred

    Technical/ Business studies as an undergraduate

     

    Language Skills:        

    English mandatory. Any other language skills are considered assets.

     

    Key Strengths:          

    • Strategic and analytical thinker
    • Entrepreneurial, demanding, and results oriented
    • Reputation of honesty and fair decision making
    • Forward looking with strong drive
    • Quick and down to the point attitude
    • Fosters initiative and curiosity in his/her environment
    • Proposes challenges involving exceptional efforts
    • Inspires and leads groups of people, gets his/her fellow employees involved, and encourages a positive feeling and sense of ownership.
    • Effective and efficient use of communication as a transformation tool.
    • Team builder
    • Personnel developer
    • Multicultural mindset, open-minded, capable of creating / maintaining trustful relationships
    • Comfortable / confident in dealing with senior business managers and making presentations.
    • Integrity, transparency and strong work ethics.
    • Organized and structured, yet flexible.
    • Takes personal responsibility and accountability.
    • Proficient with Microsoft Word, Excel, Power Point, etc.

     

    All interested candidates should apply by April 6th, 2018

     

    What do we have to offer?

    Guardian companies are committed to offer a competitive compensation package and an opportunity for you to maximize your potential. We pride ourselves in promoting career opportunities in an open environment, which encourages individual development and gives you opportunities to expand your knowledge and work as part of a global team. We offer a unique professional experience in a culture based on integrity, compliance and value creation. If you are interested in finding out more about our culture, please visit us on our website:

    https://www.guardian.com/en/about_us/market_based_management.html

     

     

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