Plantronics Global Service Programs Specialist 1 in Netherlands

Join Plantronics and Shape Technology’s Future Plantronics innovates. It’s in our DNA. Remember when Neil Armstrong brought the future into our living rooms with: "That's one small step for man, one giant leap for mankind,”? Plantronics technology made that possible. And, did you know that Bluetooth’s inventor actually works for us? He does and he recently joined Thomas Edison, Henry Ford and the Wright Brothers as a member of the US National Inventors Hall of Fame. Today, Plantronics brings the most amazing phone calls and music to people around the world with our award-winning headsets. Plantronics has an exciting opportunity in the UK or in the Netherlands for a driven and motivated professional that has a keen interest in being part of a successful global technology company.

What you’ll do (The role)

To develop and implement structural solutions delivering our global service & support programs. Act as the operations single point of contact within the Global Sales team. ‘Go to market’ Design, process design and definition of appropriate support solutions are the core attributes of the role. Including channel, service solutions and reverse logistics. Champion the design and implementation phase, and ensure day to day activities are landed in the various operational teams whilst playing a key role in delivering a ‘global deals desk’ solution to our sales teams. The role will maintain a strong oversight to ensure successful execution and will continue to be the first escalation point with our key global partners and global sales teams. The role also assumes an ongoing responsibility to drive for continuous improvement, to enhance the supply chain between Plantronics and its key fulfilment partners and to create business transparency. You will report to the Global Service Programs Manager.

Your day and responsibilities:

  • Act as Single Point Of Contact for the Global Sales Teams and Global sales specialists

  • Represent Plantronics operational capabilities (Global Customer Care, Supply Chain & After Sales Services)

  • Ensure available resources and skills are leveraged instead of reinventing the wheel for every new account or opportunity

  • Be available as a global subject matter expect for our sales teams and customers

  • Document standard capabilities, processes and SLA’s- worldwide, drive new ideas and service development strategies

  • Align with Global & LEU teams to pull together to maintain a global overview of capabilities

  • Industrialise and globalise our pre sales customer interactions to ensure we provide a professional and complete response to our customers (RFP/RFI/RFQ)

  • Ensure existing and new accounts get implemented and executed with excellence

  • Pre-Sales value selling

  • Deployment order processing and Logistics, Right product place and time

  • In life Technical and Warranty support capabilities

  • Oversee soft landing of accounts processes into the business where appropriate, but continue to be first point of escalation for any operations related matter (order management cycle, including after sales)

  • To focus on continuous improvement efforts to simplify, eliminate and automate processes and procedures while keeping agreed level of performance

  • Encourage use and development of Global tools

  • Automation of big data reporting to aid sales (OBIEE) Oracle Business Intelligence Enterprise Edition, Salesforce etc

  • Responsible for ensuring assigned accounts are achieving established performance targets and if not, partnering with relevant team(s) to identify and implement plans to correct. Assume overall responsibility for any customer escalated issues and resolve them to the involved parties’ satisfaction.

  • Understand and manage a multiple Supply Chain solution/environment.

  • Participate on monthly regional quarterly business reviews and half-yearly planning/development sessions

  • Raising the bar in quality of service and value for our customers, clearly differentiate Plantronics global customer care (GCC) and our operational excellence in the market.

  • Provide feedback loop into operations for new ideas and customer requirements.

What do we expect you to bring?

  • 3 – 5 years in a similar position, managing internal and external customers

  • Knowledge in supply chain activities, with already probing experience

  • Fluent in English, other languages is an advantage.

  • Exceptional people skills, must have ability to communicate across all levels of the organisation and with global customers & business partners

  • Ability to manage complexity

  • Passionate about improving sales productivity

  • System knowledge on Windows applications, ERP database (Oracle) Order Management.

  • Must have proven People Management and Project Management experience.

  • Dealing with people globally at all levels, both internal and external

  • Manage customer relationships and individual engagements with a strong focus on excellence – high level of accountability at the individual level; service and support that exceeds customer needs; recognition of employee contributions to drive individual and team performance

  • Affinity with telecommunications technology preferably those in corded/cordless office/home products.

  • Having worked with Collaborative Planning, Forecasting and Replenishment (CPFR) projects or similar end to end supply chain approaches

  • Initiating and driving further efficiency improvements

What does Plantronics offers in return?

  • You have the opportunity to work in one of the world’s leading companies to deliver communication solutions with the most innovative design and technology.

  • Plantronics’ international environment will provide you with the invaluable opportunity to interculturally learn and grow

  • Smarter working philosophy: http://www.plantronics.com/us/solutions/smarter-working/

Applications

Plantronics is an equal opportunity employer and supports workforce diversity. Please note that only short-listed candidates will be contacted. All applications will be considered under the terms and conditions registered in the application process. All applications may be subject to criminal background check and employment / education verification. Please note that we will not respond to unsolicited services from recruitment agencies.