Senior Manager, Customer Service

September 19, 2024

Kone

Espoo

OTHER

KONE is a global leader in the elevator and escalator industry: our job is to make the world’s cities better places to live. At KONE, our mission is to improve the flow of urban life. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators, and automatic building doors, as well as solutions for maintenance and modernization, which add value to the life cycle of any building.

KONE Commercial & Operations global team ensures we are the most competitive in each of our businesses, throughout the lifecycle.

We are looking for a

Senior Manager, Customer Service

for the Sales Operations & Customer Service team within our Global Service Business. KONE’s country units (frontlines) manage thousands of customer contacts every day, hence playing a key role in how our customers perceive us as a trusted partner. This is a key position for driving further developments in the customer centricity, speed and efficiency of these customer interactions Globally. You will report to the Head of Sales Operations & Customer Service.

Your responsibilities include:

Empowerment of Customer Service as a key contributor to Service Business growth through improved customer satisfaction and reduced numbers of open cases, ownership of the Rise of Customer Service Program
KONE Service Business Sell-to-Cash process improvement from a business perspective across all KONE frontlines, driving process mindset together with Process Owners and in collaboration across functions end-to-end (from Lead to Cash)
Driving other key development programs for Customer Service to improve customer and employee experience holistically and within a digitally enabled context, including adoption of new business models and digital frontiers
Business ownership of most of the KONE Global Customer Service Tools, Processes and Role Descriptions
Close collaboration with KONE Areas and Frontlines to identify the cornerstones of global Customer Service Excellence, listening and learning with the markets to see how Global Business Line can drive value for the customer
Responsible for cultural development and cohesion of the Customer Service Global Community
Collaborate as a key member of the Service team in other end-to-end business development initiatives, contributing as a Subject Matter Expert in Customer Service to the shared success of the full KONE team
Engage actively with IT, Human Resources, Finance and other colleagues to build strong working relationships across the global teams for the benefit of the Areas and Frontlines
Act as a Global Business Partner towards Area Customer Service stakeholders

Requirements:

At least 5 years of experience working in manager, team leader, or specialist / expert roles within an advanced Customer Service / Customer Care organization OR a strong process development background from an end-to-end Sell-to-Cash environment
Excellent people skills, ability to build trust and get buy-in from multiple stakeholders within different levels of organizations
Drive and commitment to taking responsibility for selected Strategic Initiatives
Proactiveness towards colleagues to find common themes and solutions to overcoming any obstacles standing in the way of progress
Considered an advantage: Experience in Lean/Agile ways of working, Salesforce environment, experience in managing business requirements for IT tools, process development experience, project management experience, experience from working in international environments, an orientation towards love of routines
University level degree
Fluent in English

The position requires travelling for approximately 25% of your time. Location is preferably in Espoo, Finland but location in other KONE sites is negotiable.

For more information on the position, please contact the hiring manager Tiina Nurminen preferably via phone on Monday, September 23rd 9-10 EET or Monday, September 30th 13:30-15:30 EET (+358 40 738 4142).

Please submit your application latest on September 30th, 2024.

#LI-GO

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

Read more on www.kone.com/careers

We regret to inform you that this job opportunity is no longer available