Lenka Tarpataki

2 direct FTE reports plus 11 temporary resources

• Coordination of workload for Customer Operations representatives within EMEA region
• Ensure all order management activities are completed on time according to Service Level Agreement
• Partner closely to Customer Interaction teams (team leads) - MED & Africa region to ensure end-to-end process efficiency, from order receipt through order shipment
• Stimulate efficiency and drive continuous improvement of order management, promote regional standardization for transactional systems, automation capabilities, support processes, checklists, and work instructions
• Responsible for hiring & onboarding management of newcomers
• Supports and coaches CO team members in creation and execution of personal and business goals, removing roadblocks where possible
• Part of ITF (Implementation Task Force) group within implementation of OnePSS in North West Europe
• Organizer of multiple workshops/meetings within Customer Service community

6 direct reports plus 2 matrix reports

• Responsible for all import and export related processes in East region (Hungary, Turkey, Israel, Morocco)
• Budget responsibility for Hungary, Turkey and Morocco - OPEX review, yearly budget planning
• Close collaboration with Manufacturing Plant in Farmos
• Responsible for 3rd party warehousing operations and local team in Szolnok, Budapest and local distribution center in Antalya, Turkey
• Ensuring ESH and ISO compliance within East region (audits, risk assessment analysis, management of change)
• KPIs, carriers performance review, internal SLA, on time delivery, non-conformities – identification of areas for improvement
• Seeking opportunities for continuous improvement – identification for RPA
• People development (mentoring, couching, goal setting)

4 direct reports plus 12 temporary resources

• Ensure Operations team delivers operational excellence by executing Order to Cash processes in SAP in rapid and accurate manner
• Organize efficient hiring and on boarding process for temporary resources
• Coordinates and distributes workload among team
• Monitors performance of CO specialists, KPIs
• Provide development opportunities for Full time employees

• Order management flow
• Interact and manage internal communication with Commercial Team, AREA Customer Service Leads, Customer Service Development
• Understand customer needs, specific market dynamics and commercial strategy in order to proactively develop actions at country level, to support complex business and bring competitive edge to market
• Lead by influence group of Customer Service Specialists
• Development and implementation of improvements in processes (reduce costs, automate manual steps etc)

• Optimize order management support for customers to secure preferred supplier status and competitive advantage
• Provide outstanding customer service support to distribution network and ensure resolution of distribution concerns
• Settlement of rebate and discount programs calculations
• Preparation of documentation for audit purposes
• Return and complaint management

• Order management for EU and non EU customers
• Organizing transport (roadfreight, seafreight, airfreight, and courier)
• Arranging freight and commercial documents for exports (USA, Singapore, Korea and UAE mainly)
• Customer complaint management
• Involvement in supply chain and customer service development processes On-boarding