Caroline JEHL

Managing an Export Customer Service team of 8 persons (former emerging countries) and a business of Sales generating 88 million euros in 2023.

- Team management: You are responsible for directly supervising, coaching, appraising, motivating & developing your team in order to achieve goals and targets.

- Goals management: setting up yearly goals for the team and individually, putting corrective plan of actions in place to ensure achievement of goals.

- Talent management: driving and developing talents in the team. Managing external team members. Recruitment, integration, training and coaching of new team members.

- Team wellbeing: ensuring team wellbeing by actively listening and ensuring each team member is engaged in the team and company.

- Process management: collaboration with processes in interaction to ensure smooth process for internal & external stakeholders.

- Customer management: ensuring customer satisfaction and managing complaints.

- Change management: expertise in change management, including strategic planning, effective communication, employee training, and outcome evaluation to ensure successful and sustainable transitions.

- ISO certification: ensure we meet the quality requirements, keep the certifications and increase our NPS score.

- On-going improvement: challenge existing processes, proceed with improvement initiatives, and seek new opportunities to increase customer satisfaction (internal & external via CSAT surveys).

- KPIs achievement: Regular monitoring Key Performance metrics to ensure the performance of the team by reaching agreed service level. Defining potential plan of action in case of need.

- Collaboration: builds and maintains strong and reliable collaboration with all relevant business partners, like Customers, Sales, Trade Compliance and Logistics.

- Strategy: contributes to define, maintain and implement the GEO strategy and drives the change accordingly.

- In charge of distributor business in India, Baltics, Israel and Africa with daily operational tasks processed in various IT-systems

- Handling Export documentation related to payment and shipping terms

- Creation of processes for specific SAP business on-boarding

- Continuous optimization of existing processes

- Creation and handling of the Export Scorecard

- Act as an interface between Sales, Logistics, Trade Compliance, Supply Chain, Regulatory Affairs, Legal.. and escalate requests and unresolved issues

- Build and cultivate strong business relationships with our external stakeholders

- Communicate and collaborate with collection specialists.