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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer service operations, driving performance through KPIs, and implementing digital transformation initiatives. Proficient in Salesforce and ERP systems, with a strong focus on continuous improvement methodologies such as Lean and Six Sigma.
Highest-signal resume keywords
Customer Service Operations ManagementSalesforce ExpertiseLean Six Sigma MethodologiesOperational ExcellenceStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Service ProcessesData AnalysisOperational KPIsDigital TransformationProcess ComplianceAutomationReporting ToolsSupply Chain ManagementOrder-to-Cash ProcessesCRM Governance
Soft Skills
LeadershipCoachingChange ManagementAnalytical SkillsProblem-Solving
Tools & Technologies
SalesforceERP SystemsRPA SolutionsAI-Enabled SolutionsDashboards
Certifications & Qualifications
Six Sigma Black BeltPMP Certification
Industry Keywords
Customer ExperienceOperational SupportGlobal Matrix OrganizationsBusiness AdministrationSupply Chain
Tech Stack
Tools & technologiesERPPMPRPASFDC
About the role
Key responsibilities & impact- Lead and develop Customer Service Team Leaders and operational support teams.
- Drive customer service performance and achievement of operational KPIs.
- Standardize customer service processes across regions and business units.
- Lead customer experience initiatives to improve satisfaction, loyalty, and retention.
- Analyze Voice of Customer feedback and service performance data.
- Own customer service processes within Salesforce and CRM platforms.
- Define business requirements and partner with IT on system enhancements and digital initiatives.
- Ensure CRM governance, data quality, process compliance, and user adoption.
- Lead continuous improvement using Lean and Six Sigma methodologies.
- Develop and govern SOPs and organizational best practices.
- Drive efficiency through automation, RPA, and AI-enabled solutions.
- Develop dashboards and reporting tools for data-driven decision-making.
- Oversee back-office operations, workload balancing, productivity, and compliance.
- Partner with Sales, Supply Chain, Planning, Logistics, Manufacturing, Finance, and IT to improve customer outcomes.
- Lead implementation of digital platforms, customer portals, webshops, and service tools.
Requirements
What you’ll need- Bachelor’s degree in business administration, Commerce, Supply Chain Management, MIS, Marketing, or a related field.
- 10-15 years of leadership experience managing large operational teams.
- 5-10 years of experience in Customer Service Operations, Commercial Operations, Supply Chain, or a related environment.
- Proven experience leading organizations of 50-100 employees.
- Strong expertise in Salesforce (SFDC) and ERP systems, ideally SAP.
- Demonstrated success in operational excellence, continuous improvement, and digital transformation.
- Strong understanding of Supply Chain and Order-to-Cash processes.
- Experience working in complex global matrix organizations.
- Strong leadership, coaching, stakeholder management, and change management capabilities.
- Excellent analytical, reporting, and problem-solving skills.
- Fluent English, both written and spoken.
- Ability to travel up to 30% of the time.
- Six Sigma Black Belt certification (nice to have).
- PMP certification or equivalent (nice to have).
- Additional language skills in Spanish, Dutch, German, French, or Polish (nice to have).
Benefits
Comp & perks- Health insurance
- Paid time off