Sr. CS Specialist

Benefits

Additional Information

About Linxens Linxens is a global leader in micro-connectors, module packaging, antennas & inlays, and secure ID solutions, with over 40 years of innovation. Headquartered in Paris, France, we operate R&D centers and production sites across Germany, France, Sweden, China, India, Singapore and Thailand. Our solutions serve industries such as telecommunications, finance, transportation, hospitality, e-government, healthcare, and the Internet of Things (IoT). Our employees' expertise and know-how allow us to continually reinvent ourselves and meet our customers' evolving needs, helping them grow and innovate. Therefore, we invest in developing our employees' skills and career growth. Working for Linxens means investing in your future. Our growth is creating great opportunities! Below is the job description for open position Order Management Lead and improve Order Management best practices, processes and policies that drive perfect order logic including order types/policies, standardized lead times/tier, customer resource management and data management Responsible for Fulfilment customer orders from order planning through the validation of the delivery accuracy Accountable for the order acknowledgement lead time and the Service level on Request On delivery outbound, Ensure service levels are always maintained and constantly alert and propose ways to improve the delivery of customer support. Work with the Sales team and Operation to implement programs to increase delivery performance and to help reduce cost to customers Develop strategies for managing customer relationships, safety stock, and product flow, aligning efforts with broader business goals and Linxens' sales strategies. Demand Management Owner of the customer demand management/forecast process & Weekly Gap Analysis and all development activities related to it. Partnering with Operation teams and sales to address the risks, gaps Coordinate cross-functional research activities with sales to reconcile significant variances Support, challenge and Help Sales teams in order to maximize realistic demand plan figures fitting with financial targets Coordinate with sales, planning, and finance teams to ensure accurate demand forecasting and effective order management. Customer Relations & Coordination: Develop and implement customer service policies and procedures to meet customer satisfaction goals. Foster communication between teams to improve customer coordination, share best practices, and enhance customer loyalty. Act as the customer advocate within Linxens, ensuring their needs are met and concerns are addressed promptly. Represent with Sales Team Linxens Company in the operationnal relation with customers (QBR) by building up a customer care behavior in accordance with the Linxens interests Develop the customer view inside the Linxens company Ensure the development of any supply chain services to support our customer in relation with internal stackeholders like IT solution, lead time responsivness with Operation, Sales and Finance Ensure the resolution of customer issues in your apllicative domain and ensure a strong follow up in any of the customer relation which can contribute at a better customer satisfaction (e.g. order, quality issues, new products ramp up, payment) by coordinating with Sales, Operations, Supply Chain Management and other internal and/or external teams. Coordinates resolution with (After)- Sales Service and/or technical teams Participate to ensure Company upholds to the operational terms agreed in commercial contracts with customer Reporting & KPI Management: Maintain accurate records and document all customer service activities and discussions. Provide senior management with regular status reports, highlighting any issues or potential service problems. Manage and report on key performance indicators (KPIs) including Customer Satisfaction, Order Acknowledgement Lead Time, On-Time Delivery, Planning Adherence, Service level on Request, Upselling, and Cost per Order. Periodically report on Order Management Lead Time and Planning Adherence KPIs. Collect and report market and customer insights to optimize forecast accuracy and maintain the integrity of the inventory plan. Continuous Improvement: Enhance customer service quality by studying, evaluating, and redesigning processes. Establish and communicate CS metrics, monitor results, and implement changes to improve efficiency. Maximize operational performance by providing support to CS members, Sales, Finance and operations. Lead root cause analysis efforts to identify and resolve recurring customer & process issues. Propose and oversee process changes, prioritize business requirements, and streamline operations through the development and integration of new and existing systems. Identify development activities related to training, performance appraisals, and individual plans to ensure high-performance teams. Additional Key Aspect: This role requires close follow-up on local c

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