Customer Operations Manager EMEA

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.
Message to applicants applying to work in the U.S. and/or Canada:When available, the salary range posted for this position reflects the projected hiring range for new hire, full-time salaries in U.S. and/or Canada locations, not including equity or benefits. For non-sales roles the hiring ranges reflect base salary only; employees are also eligible to receive annual bonuses. Hiring ranges for sales positions include base and incentive compensation target. Individual pay is determined by the candidate's hiring location and additional factors, including but not limited to skillset, experience, and relevant education, certifications, or training. Applicants may not be eligible for the full salary range based on their U.S. or Canada hiring location. The recruiter can share more details about compensation for the role in your location during the hiring process.U.S. employees have access
to quality medical, dental and vision insurance, a 401(k) plan with a Cisco matching contribution, short and long-term disability coverage, basic life insurance and numerous wellbeing offerings. Employees receive up to twelve paid holidays per calendar year, which includes one floating holiday, plus a day off for their birthday. Employees accrue up to 20 days of Paid Time Off (PTO) each year and have access to paid time away to deal with critical or emergency issues without tapping into their PTO. We offer additional paid time to volunteer and give back to the community. Employees are also able to purchase company stock through our Employee Stock Purchase Program.Employees on sales plans earn performance-based incentive pay on top of their base salary, which is split between quota and non-quota components. For quota-based incentive pay, Cisco typically pays as follows:.75% of incentive target for each 1% of revenue attainment up to 50% of quota;1.5% of incentive target for each 1% of attainment between 50% and 75%;1% of incentive target for each 1% of attainment between 75% and 100%; and once performance exceeds 100% attainment, incentive rates are at or above 1% for each 1% of attainment with no cap on incentive compensation.For non-quota-based sales performance elements such as strategic sales objectives, Cisco may pay up to 125% of target. Cisco sales plans do not have a minimum threshold of performance for sales incentive compensation to be paid. Sign up to receive notifications of similar jobs
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