Budapest, Budapest, Hungary
Motivated, solution and result-oriented professional, with 10+ years experience in Customer Care/Data Management as well as in leading teams in fast paced multinational environments. Track record of success in coaching, motivating and guiding teams to achieve both business and career goals. Equipped to optimise internal processes by transforming insights into strategic business actions, maintain and improve productivity and service quality, with strong problem solving, organizational, communication and interpersonal skills.
Maintain existing data sources, developing new/innovative methods and reports to drive business growth and efficiencies and continuous improvement on existing global customer care metrics. Partner with regional customer care leaders to identify and drive to completion process improvements and work efficiencies to continuously improve key customer care metrics. Lean and digitize customer care processes and procedures, build out and maintain a Customer Care onboarding/training program and wiki page. Develop and drive training seminars for regional customer care teams Lean and drive improvements to existing customer care Power BI dashboards and reports. Maintain existing Price Guides and update, as needed, with additional functionality, as requested by customer users. Work with production/manufacturing to enable order convertibility and resolve production blocks that impact on-time delivery, minimizing Manufacturing and Resouce Planning blocks. • Drove Dispute resolution improvement in North-America region, resulting in decreased nr and value of open disputed invoices and keeping them under the targeted value. • Drive the Blocked orders release, resulting in a decreased Hold Pile value globally. • Provide historical sales and price data to the commercial team on a regular basis, on a timely manner.
25-30 direct reports Drive order management and reporting; work with Sales leadership to drive orders targets and measure/report team progress Enhance and monitor Customer Care team support of customers within the region, ensuring responsiveness and positive customer outcomes Lead day-to-day operations for Customer Care organization, implementing Key Performance Indicators (metrics) to drive the right behaviors among the team Develop targeted Sales strategies in conjunction with Sales and/or Marketing leadership to drive flow order growth in the region Liaise with region Commercial Operations and Sales resources to negotiate contracts as required Drive quote follow up within Customer Care team to drive flow orders growth Manage systems and tools to enhance productivity among the team Drive customer care team professional development through training and advancement/opportunities Drive and/or facilitate resolution of customer questions / issues Manage quote delivery process across customer care team, ensuring team is organized to drive responsiveness to customer requests for quote Work with production/manufacturing to enable order convertibility and resolve production blocks that impact on-time delivery, minimizing Manufacturing and Resource Planning blocks Develop and maintains effective customer organization and contact lists (Purchasing, Engineering, Program Management, etc.) Drive customer care process improvements in the assigned region
After being a Customer Care Team Coordinator for 3 yrs, from October 2020 I was promoted to Baker Hughes Bently Customer Care Team Leader Europe/RCIS/Africa. Supporting the Europe CCR Team on an operational level (SAP issues, sales force issues, process related issues). Supporting sales, Minden planning & logistics and all related functions. Supporting the Team Leader with team level issues and implementing process changes (e.g. SAP ONE etc.) & being the back-up for her. Reporting (blocked orders, metrics, etc.) New hire process & training & refresher trainings.
After being a Customer Care Representative, responsible for the Netherlands, for 4.5 yrs, from July 2017 I was promoted to Baker Hughes Bently Europe Customer Care Team Coordinator. Order & quotation management Back-up for Nordic region, Project orders, Italy Nuovo Pignone Back-up for the Team Coordinator Reporting & Training
European Management of International Agreements, Euronics Core Range Agreements and special product push programs (29 countries, 7 MDA suppliers, 4 SDA suppliers).
Leading Product Creation Process of new platforms (comprehensive coordination of projects from Do decision to market launch).
Main contact to the Electrolux Floorcare Europe vacuum cleaner suppliers (7 suppliers – China, 5 suppliers - Europe). Supplier audits and supplier evaluations. New products and product categories search and offers; Collecting product and price offers, participation in international Trade Fairs. Actively participating in new platform developments and product launch projects. Buying price negotiations, Buying price calculations, Calculation of standard product cost at model level. Preparing and maintaining supplier & platform databases and supplier agreements. Supplier tendering & quotations rounds; Supplier selection.
Complete European product management of vacuum cleaners (3 product category, 6 brands + private label): introducing new models from the first request until the market launch. Coordinating the preparation of all types of art works (product graphics, packaging boxes, Instruction Manuals, warranty cards/booklets, labels, etc.) with the international and local agencies. Main contact to the customers (Electrolux Sales Companies), the suppliers (in China), other units of the division, After Sales and the Brand Centers. Maintaining and updating Product Specifications and different databases. Coordinating sample requests, testing and approval documents, declarations, certificates. Price/cost & profitability calculations.