Senior Manager Global Customer Desk & GEM Functional Excellence

With a legacy of over 70 years, Garrett Motion is a cutting-edge technology leader enabling emission reduction and energy efficiency. We design, manufacture and sell highly engineered turbocharging, air and fluid compression, and high-speed electric motor technologies for customers in the mobility and industrial fields.We develop advanced turbochargers and electric boosting technologies for hybrids and electrified powertrains. Garrett continues to advance turbo applications while leveraging its unique technology portfolio, including fuel cell compressors for hydrogen fuel cell vehicles, electric propulsion and thermal management systems for automotive and industrial applications. Our products enable improved fuel economy and energy efficiency, enhanced thermal management, reduced weight and size, and lower greenhouse gas and other emissions.We serve original equipment manufacturers (OEMs) and independent aftermarket distributors worldwide across the mobility and industrial fields. Our solutions support light and commercial vehicles (on- and off-highway), as well as marine and industrial applications, including heating, ventilation and air conditioning (HVAC) systems and power generation.As a member of the Global Supply Chain Team, the Senior Manager of Customer Service & GEM Functional Excellence is in charge of defining and implementing the strategy to achieve a best-in-class customer service model across all our CoE`s & Plants. To be successful in his or her mission, he or she needs to drive each CoE & plant customer service level, ensuring performance efficiencies between CoE & plant functions, onboarding & coaching activities, career path strategies, system standardization in line with GEM guidelines and long-term sustainability. He or she needs to define, implement and monitor the underlying KPIs supporting the NPS (Net Promoter Score) and CDI (Customer Delivery Index) targets. This person is responsible to lead the operational excellence approach with GEM for the Global Supply Chain (GSC) organization including full ownership to define and ensure that operational best practices, standards, tools and reporting / metrics are embedded at all levels of the organization and across all functions with the Global SC team both at the Central, CoE and plant teams. Heavy interaction with the enterprise Garrett Excellence Model (GEM) team and all Central & CoE Supply Chain functional organization to develop and enhance operational standards and GEM maturity approach. What you`ll do: Customer Service Functional ExcellenceDefine Global Customer Service Excellence model including flawless connectivity with Customer portalsEstablish and deploy proper skill matrix and training for Global Customer Desk staffLead regular CD workload assessment, identify gaps and process improvementsLead the global MOS for customer delivery performance, ensure consistency in reporting between customer metrics and OTTR metrics, identify common themes and track improvement actions plansComplete more thorough benchmarking of leading B2B company Customer Desks to establish management, system and process best practices."Support the NPS process for CD (VOC) in cooperation with the Customer Experience team, track improvement plans to achieve score improvementsLead and drive CD on-boarding, training, certification, work process improvements, automation/tool and metrics programs/projects to maximize the efficiency and effectiveness of the Customer Desk organization.Lead & Drive standardization and improve work processes of order management and invoicing overall and sub-work processes including tool & report developmentLead & Drive Sales Administration process simplification and standardization globallyExternal and internal benchmarking to identify improvementsManagement of improvement plansProvide mentoring and coaching to newly hired CD staffEnsures compliance with global policies (Swissco model)Close connection with IT to suggest improvements and/or implementation of standardized applications to support all customer service activities and compliance requirementsGarrett Excellence Model (GEM) Functional ExcellenceLead the Global Customer Service Excellence function with full responsibility in defining and implementing the strategy to achieve a best-in-class customer service model across all our Centers of Excelence (CoE`s) and plants including defining Standards, Capabilities, Processes, Tools, and Metrics to achieve required service levels.Work with the Central & CoE Supply Chain functions to ensure that all principles, objectives, practices, standards and primary and secondary metrics that are part of the GEM framework are defined, embedded clearly in the model, fully implemented and are followed.Define the associated capabilties, criteria and KPI targets with functional owners linked to the various GEM maturity levels for the global supply chain organization as well as the development capabilities for all SC functionsWhat you need: A proficient understanding of the principles and best practices in customer servicesBachelor's degree with extensive experience in work process improvements, training and business measuresExcellent team and communication skillsAn ability to take initiative and lead& work with limited directionAn ability to influence a broader organizationExperience with SAP, Customer Portals, Excel, and integrated reporting systems5+ years’ experience in CD in automotive environment or 7 years’ experience in CD Industrial/Manufacturing environment.Extremely customer focusedFluent English (German/French represent a plus)Strong business acumenStrong Communications skills, able to present concise plans and ideas to executive level in a diverse work environmentIn-depth understanding of complex business systems such as order managementUnderstand the contractual documents sent by our customers, and understand how to replySelf-motivated to deliver on complex assignment with quality resultsProven ability to make decisions necessary to keep a project on trackAbility to travel globally up to 30%At Garrett we offer a leadership culture that empowers you to grow across five core dimensions: being a role model, fostering customer relationships, developing talent, thinking independently, and dynamic leadership.