CX Operational Team Leader CMO

Lead, coach, and develop a team of Customer Experience Specialists.

Organize team meetings, knowledge-sharing sessions, and training.

Monitor performance and provide regular feedback.

Ensure compliance with quality and company standards.

Handle escalations and collaborate with stakeholders to resolve complex issues.

Prepare, update, and follow up on RFQ offers in CRM systems.

Verify orders, execute impact lists, and perform retro billing.

Manage customer data and contracts in SAP.

Register and follow up on customer claims.

Monitor payments, manage credit limits, and support credit & collection processes.

Build strong relationships with Account Managers and drive customer satisfaction.

Document processes and support quality management initiatives.