Customer Service Team Leader

Our Company:

Tokyo-based Bridgestone Corporation is the world’s largest manufacturer of tires and other rubber products. We employ over 140,000 people around the world, operate 3 technical centers and 178 manufacturing plants and sell products in more than 150 countries. "Serving Society with Superior Quality” has been our mission since Shojiro Ishibashi founded Bridgestone in 1931 and we look for individuals who share our passion to fulfill this mission.

Bridgestone Middle East & Africa (BSMEA) operates from locations in the UAE, Saudi Arabia, Jordan, Egypt, Morocco and Ivory Coast. From these locations BSMEA covers 68 markets through 80 partners.

Role Summary

Customer Service Team Leader – Middle East & Africa (MEA) will be reporting to the Head of LSCM BSMEA.  As the Customer Service Team Leader for Middle East and Africa, you will lead Customer Service initiative across Middle East & Africa countries.

You will manage a small team who provide technical and operational support to each entity’s information systems to ensure these systems operate effectively and reliably.
 

Leveraging your expertise in building in Customer Service solutions you will work closely with Logistics Department and other stakeholders to developing the customer Service department to position MEA for growth.

Operating in a fast-paced and dynamic environment, the ideal candidate will be responsible for ensuring our customers receive best in class service and satisfaction by providing problem-solving resources & leading the team of CS coordinators.

This is a key role within the business and requires a team player to work in in a cross functional environment, across the MEA region and is expected to improve productivity, quality, customer-service standards and resolving problems / identifying customer service trends; determining system improvements; implementing change.
 

A key responsibility for the role is to lead process improvement activities (Kaizen) to improve customer service and business performance organization wide. Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes and standardized work.
 

Role Requirements:

Degree qualified, with a minimum of 10 years’ experience.

• Work focuses on optimizing and monitoring processes related to customer order processing, shipping, returns and claims
  • Lead team to ensure best in class service and ownership of customer facing KPI
  • Order OTIF
  • Customs Document Delivery OTIF
  • Response / Complaint Rates
  • Error Free Order Handling and Shipping
  • Professional handling of customer query
  • SPOC – Single Point of Contact for all requests
     
• Maximizing customer service efficiency through implementation of new policies, procedures, systems/technology, measurement tools etc.
  • Leverage our ERP Systems and Tools Available across the Bridgestone network
  • Develop & Implement our MEA Order Management Policy
  • Process Improvement – Define How we work, System management/maintenance whilst aiming to remove Waste and Improve efficiency
  • Be an advocate and have passion for standardized work
     
• Acting as liaison between customers, production, sales and distribution departments.
  • Collaborate and engage effectively with customers and internal stakeholders
  • Establish solid cross functional relationships across the EMEA Organization
     
• Analyzing and summarizing reports related to customer inquiries, sales trends, customer complaints, delivery/service problems, reasons for product returns, etc.
   
• Fluency in English/Arabic/French would be an advantage.

Bridgestone Essense 

Qualified candidates for this important position will therefore need to demonstrate the following:

• Agility – to work in a matrix and complex environment where change happens at a rapid pace
• Courage – to share ideas, think out of the box
• Ownership – to see the bigger picture and take ownership by thinking and acting beyond the role

Bridgestone Leadership Essence 

Qualified candidates for this important position will therefore need to demonstrate the following:

• Establishes strategic direction and effectively communicates the vision:  Communicates a clear and inspiring vision for the business; drives competitive and innovative strategies and is able to generate alignment against the strategic direction
• Demonstrates business acumen to achieve results through others:  Understands, educates and applies the fundamental business concepts by which a company operates in order to deliver results and create a climate that fosters personal commitment to excellence
• Promotes and enhances company culture:  Champions the organization’s shared values and beliefs
• Effectively manages across cultures: Achieves effective collaboration, alignment, and communication across multiple dimensions of cultural diversity
• Demonstrates self-awareness and emotional intelligence:  Recognizes one’s personal strengths, weaknesses, opportunities, and limits.  Understands emotions and their effects
• Intellectually curious in support of learning agility:  Actively identifies new areas for learning; regularly creates and takes advantage of learning opportunities; uses newly gained knowledge and skill on the job and learns through their application
• Embraces and leads change and innovation:  Encourages different and innovative approaches to address problems and opportunities; facilitates the implementation and acceptance of change within the organization
• Identifies and develops organizational talent:  Attracts high calibre diverse talent , leads and guides others to accomplish organizational goals and objectives through on-going development and collaboration