Associate Manager, Orders & Claims Management

Sofia, BG, 1404

BIC

Hybrid

Description:

Join BIC World, a community of brands dedicated to creating ingeniously simple and joyful products that have been part of hearts and homes for over 75 years. We are committed to growing our iconic and innovative brands by reimagining everyday essentials in new, sustainable, and responsible ways.

Our culture encourages a "roll up your sleeves and get the job done" mindset, ensuring self-starters, problem solvers, and innovative thinkers can truly thrive. At BIC World, you are empowered to take ownership of your career and use your unique perspective to make a meaningful, global impact on our mission.

The position of Associate Manager Orders & Requests is part of the Order To Cash line of Group BIC Services, in Sofia, Bulgaria. Within the scope of Poland, Slovakia and others this position will:

Ensure timely and effective management of customer orders and requests.

Staff, train, engage and lead a team of Orders & Requests operators in GBS.

Coordinate with functional support at Local and European level to achieve service level objectives and ensure continuous improvement in customer satisfaction.

The Associate Manager, Orders & Requests will be accountable for the day-to-day management of the associates Order to Invoice and Customer Care, providing timely, efficient, and accurate Customer services to the entities under scope. The Associate Manager Orders & Requests will support his team to meet any established SLAs and support the team continuous personal and professional development.

Key accountabilities:

Management of Associates, Order to Invoice and Customer Care:

People Management: Animate his team (Up to 12 team members)

Participate in the recruitment process, management and development of the associates in the Order to Invoice and Customer Care Line, ensuring that the required knowledge and resources are available to meet the needs of the business; secure back-up, continuous and sustainable operations and achieve business targets

Coach team members on delivering high quality Customer service

Identify team training needs and responds with appropriate interventions to ensure service quality

Able to clarify role accountabilities in order to guarantee efficient service delivery

Handles escalations from the team and resolve complex issues and address critical topics

Team KPIs review and follow up and continuous improvements

Deliver to agreed SLA’s regarding time and accuracy, working directly with key stakeholders to identify and address issues where required

Review monthly metrics/KPIs and trends to identify opportunities for continuous improvement

Lead process simplification and improvement initiatives

Drive collaboration with Group Supply and Delivery and local CS teams to identify and implement process improvements

Share best practices and cross-fertilize, align regularly on activities in scope with other colleagues in the OTC Line – Conduct lessons learned

Ensure Compliance with Group Guidelines/ Procedures/Policies

Stay up-to-date on the latest BIC policies and procedures as well as legal constraints and new trends in OTC management / CS and related systems and technology

Assist with implementing and maintaining internal controls and procedures

Ensure the GBS policies and procedures are up to date & appropriately implemented

Knowledge, skills and experience:

Minimum 4/5 years in a similar function and Experience in GBS/SSC Industry
In depth knowledge of Customer Service management
Technical and practical application experience in Customer Service procedures and controls is desirable.
Able to deal with and enhance complex, computerized business systems - BIC is using multiple internal tool and systems (JDE, SHOWCASE)
Management experience a plus
Very good communication skills
Teamwork spirit, easily communicate with team members and other departments
Excellent project management and communication skills
Customer service orientation and attention to details
Proven ability to work with deadlines and time pressure
Proven excellent problem solving and drive for results

BIC World is an Equal Opportunity Employer. We strongly commit to hiring people with different backgrounds and experiences to help us build better products, make better decisions, and better serve our customers. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, veteran status, disability status, or similar characteristics. All employment is decided based on qualifications, merit, and business need.

BIC World is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. Regardless of past practice, all resumes submitted by search firms to any team member at BIC via email, or directly to a BIC team member in any form without a valid written search agreement in place for that position will be deemed the sole property of BIC, and no fee will be paid in the event the candidate is hired by BIC as a result of the referral or through other means.