Customer Operation Leader
Revvity
- Customer Care - Order to Revenue (OTR)
- Develop and execute the organization’s integrated Customer Operations strategy aligned with long-term business objectives.
- Own the customer care strategy across all channels and set service standards that improve response times and satisfaction.
- Lead and supervise OTR team for the end-to-end Order to Revenue process, from order validation to fulfilment with Customer care operations and Sales & service.
- Align with Global Sales, Inventory, planning & Operations (SIOP) team to ensure maximum fulfilment against forecast.
- Ensure alignment between commercial commitments and operational delivery capabilities.
- Act as the escalation point for complex customer issues, resolving them and fixing root causes.
- Ensure adherence to public procurement regulations, tender conditions, and ethical business standards.
- Drive AI and automation to improve customer experience.
- Monitor all Customer Centric KPI’s set to improve the customer delight.
- Logistics and Distribution (including Procurement)
- Plan and manage logistics, freight and last-mile delivery to agreed KPIs.
- Manage third-party logistics providers, freight forwarders, and suppliers to optimize inventory, cost, and delivery.
- Oversee import, export, and customs clearance in line with HSN, International Trade Compliance, Incoterms, and safety standards.
- Lead procurement for local supplies and trade tenders to secure the best product and price.
- Own the Freight & Distribution budget, logistics purchase orders, and invoice approvals.
- Process Improvement and Performance Monitoring
- Draft, review, and standardize Customer Care and Logistics Standard Operating Procedures (SOPs).
- Lead cross-functional projects that improve cost and service efficiency.
- Track customer service and logistics KPIs, and present reports and recommendations to senior management.
- Ensure the Customer Care function fully compliant with process and participate all internal and external audits with zero tolerance for any non-confirmative.
- Hold regular performance reviews with partners and quarterly business reviews with clients.
- Leadership
- Lead the customer care, OTR and logistics teams, and set clear goals.
- Plan resources, schedules, and workload to cover peak demand.
- Train and develop staff and ensure compliance with company policies.
- Support hiring and succession planning.