Manager Customer Support

The purpose of this role is to support the GHX Customer Support model by managing the local Customer Support team for the relevant markets in Europe or UK according to GHX customer standards. The Manager Customer Support supports and manages the team in all operational day-to-day business activities.

This role partners with other GHX departments, Customer Care teams and customers to facilitate issue resolution and to advance the support processes and operations in order to drive our customer satisfaction and experience. The role has a direct impact on the overall GHX Customer Experience in supporting customers in handling their supply chain.

Key duties:

This position is responsible for, but not limited to the following duties:

• Manage and lead the local Customer Support team, supporting them in understanding and managing customer’s expectations by investigating, analysing and solving customer issues
• Performs employee performance evaluations, and develop employees by coaching, training, and mentoring
• Provide management visibility to work progress and risks associated with operational excellence, customer satisfaction and profitability.  This includes monitoring, and reporting on tracking tools, scorecards, project status etc. of the team and escalating to management when necessary
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