To lead and manage Customer Operations Services, that delivers on our mission of Delighting the Customers;
Improve strategic goals for customer service change, aligning deviations with the organization's strategic direction, objectives and customer expectations. Understands, educates and sustains productive customer relationships.
Process flow supervision and changes proposal in order to have the best possible balance between efficiency and effectiveness;
Develop Warehouse/Transports company performance, process changes and improvements;
Timely and accurate invoice statistics and month end control;
Key Performance Indicators monitoring such as: Service Level; Invoice accuracy; Refusals rating; Logistics Penalties;