Associate Director of Customer Advocacy (Americas Region)
Trelleborg is a world leader in engineered polymer solutions for almost every industry on the planet. And we are where we are because our talents brought us here. By specializing in the polymer engineering that makes innovation and application possible, Trelleborg works closely with leading industry brands to accelerate their performance, drive their business forward—and along the way, shape the industry and progress that will benefit humankind in the exciting years ahead.
Its innovative solutions accelerate performance for customers in a sustainable way. In 2022, the Trelleborg Group had annual sales of approximately SEK 30 billion in around 40 countries. The Group comprises two business areas: Trelleborg Industrial Solutions and Trelleborg Sealing Solutions. The Trelleborg share has been listed on the Stock Exchange since 1964 and is listed on Nasdaq Stockholm, Large Cap.
Trelleborg Healthcare and Medical is seeking a Associate Director to join the team. The Healthcare & Medical Associate Director of Customer Advocacy (Americas Region) is responsible for providing and achieving outstanding customer service and total satisfaction to existing and prospective customers and for building positive customer relationships to help enable development of new business opportunities. The role leads, supervises and evaluates the centralized Customer Success Advocate (CSA) teams for H&M. He / she ensures the CSA teams deliver the outstanding service mentioned above and are supporting the sales engineers on customer projects and overall business. The role facilitates excellent communication and coordination throughout the supply chain and manufacturing facilities and is accountable for developing and maintaining H&M’s Sales, Inventory, Operations Planning (S&OP) process. Finally, the role is responsible for analyzing the customer’s business performance and ensuring both Trelleborg’s and the Customers’ expectations are exceeded.
As a valued team member with Trelleborg, you will enjoy:
- Competitive compensation:
- Generous benefits package: Includes health, dental, vision, STD, LTD, life, 401k, paid time off, tuition reimbursement, and more!
- Greater opportunity for impact: You will impact the production of life-saving devices.
- Growth and advancement: Join a global company that loves to promote from within and allows for advancement.
Education and Experience
Required:
- 4-year degree
- 7 + years’ experience in customer service position
- Significant experience in business sales and marketing practices
Preferred:
- Knowledge of rubber/plastic solutions
- Healthcare contract manufacturing experience
- Familiarity with ISO quality requirements
- Familiarity with technical prints (to read and understand) is beneficial
Job Responsibilities:
The Healthcare & Medical Associate Director of Customer Advocacy (Americas Region) leads and supervises the CSA positions to ensure outstanding customer service and satisfaction to both existing and prospective customers. The role’s responsibilities include:
Leadership:
- Lead & Supervise the centralized CSA team across H&M: This includes setting annual goals, evaluating performance, providing training and coaching, conducting annual reviews and building a team culture
- Ensure consistent performance across teams, including instituting processes and approaches to ensure consistent, outstanding customer service and satisfaction
Customer and Account Management:
- Monitor and optimize sales growth and profitability together with global sales team
- Support sales calls with key customers and target accounts
- Ensure new business processes and rules have a positive impact on the customer - globally
- Serve as escalation point for CSA team
- Execute price increases in collaboration with sales and ensure the Advanced Pricing tools are used to ensure pricing accuracy
- Develop and monitor key performance indicators for the customers and overall business unit
- Improve customer satisfaction levels by identifying & implementing efficiencies such as: analyzing inventories, monitoring order and delivery metrics as well as overall cost and profitability targets
- Provide direction for CSA teams on problematic / critical customer issues
Change Management
- Provide innovative solutions and continuous improvements
- Make recommendations and implement improvements to internal processes – aligned with the Business Process Manager
- Develop and implement procedures to ensure that customer orders are processed efficiently, correctly, profitably and on time
- Develop cross training and work instructions for customer specific tasks
- Identify efficiencies and recommend changes which may benefit both the Customer and Trelleborg
Represent the Customer on internal, cross-functional teams:
- Ensure compliance with all Standard Operating Procedures including Quality Procedures and participates as necessary in quality audits to ensure ISO 13485 compliance.
- Assist manufacturing with quality related issues. Log and monitor RMA’s, Complaints, CAR’s
- Work with Operations to improve transit, delivery times and customer OTD targets
- Assist in Information Technology (IT) efforts, looking for areas of improvement
- Develop and implement Sales Inventory Operations Planning (S&OP) plans in coordination with operations / manufacturing locations
Other:
- Provide proactive communication, analysis and problem solving
- Work with the right sense of urgency: Response times, flexibility and accuracy
Jobbar du redan på Trelleborg?
Hjälp till i rekryteringen och hitta din framtida kollega. Ange din epost nedan för att få instruktioner om hur du blir en influencer.