Customer Operations Manager EMEA

2 weeks ago

London, Greater London, United Kingdom Cisco Full time

What You'll Do

The EMEA Service and Logistics Customer Delivery team is a team focused on the successful delivery of replacement parts, onsite engineers, and the prompt return of failing parts across EMEA. This role plays a fundamental part in directly impacting how our customers experience Cisco logistics services in the region.

Roles and Responsibilities:

Job activities and responsibilities will include the following tasks (this is not an extensive list):

Acts as Service Logistics Critical issue point of contact for any operational customer concerns and specialist of Logistics & OM tools and processes; including Business Continuity Plan (BCP). Oversee Backlog end-to-end management and ensure regional operational metrics are meeting Cisco and SL standards. Drive Service Delivery improvements with corrective plans and measurements. Identify main trends in operational metrics and proactively collaborate and achieve improvement. Engage with teams across supply chain operations to impact service delivery improvements and expand capability across the territory. Identify root cause & corrective action on partner concerns; in collaboration and coordinating with internal partners and cross-functional teams to implement various project improvement methods. Resolve specific, very critical short and long-term high-impact customer concerns; through engaging several teams to influence service delivery improvements and extended capacity across territory. Communicate information and ideas through a range of mediums to various audiences in a way that demonstrates subject-matter knowledge and facilitates comprehension. Act as On-call Duty Manager for executive critical issues impacting the region outside of business hours (Rota-based).

Who You'll work with

Cisco Service and Logistics of Cisco Supply Chain and tasked with delivering hardware replacement support to Cisco's Customers and Partners. Once determined by the Technical Assistance Center that a hardware replacement is required to address a network issue experienced by the customer, S&L is responsible for shipping the replacement part (Cisco equipment) to the Customer on time.

Cisco Service and Logistics is a global organization, operating 24x7; 365 days a year, and is dedicated to the successful fulfillment of spare part (RMA) order requests. Europe, Middle East, and Africa (EMEA) operate in partnership with third-party providers on our Warehousing (WHS), Transportation, and Field Engineering (FE) support.

Who You Are

3 years of related experience

BS/MS Degree or equivalent

1+ years in Logistics Supply Chain and Customer Service experience

Fluency in English – additional regional languages would be a plus.

Desired Skills:

Ability to perform under minimal supervision

Excellent communicator, verbally and in writing

Ability to work productively in high-pressure, urgent customer-critical issue environments

Demonstrate a take-charge attitude and strong decision-making skills

Work effectively cross-functionally across multiple cultures (Service Delivery, Sales, Management, and Executive Level); establish rapport and influence over multiple tasks to provide the best possible solution(s)

Experience working with teams and customers within and outside EMEA

Comfortable working with Sales teams, direct Customers, Channel Partners, and Third-Party Vendors.

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