Juan Julian

Customer experience manager for Spain and Portugal, functional leadership of the European Centre of Excellence Team and global owner of SAP OM (Order Management).

Supervision of Internal Account Managers responsible for managing, securing and growing a portfolio of Merchant Gases customers through handling customer requests, carrying out pro-active, frequent and efficient stewardship, ensuring product and service quality level fully meets customer expectations in order to gain total customer satisfaction and build long-lasting relationship and loyalty, generating add-on and cross selling opportunities, improving profitability and retaining customers. Deliver business results and customer satisfaction through the regular use of key performance indicators, including incentive schemes and customer surveys, taking improvement opportunities where necessary. Establish and adhere to budgeted operating cost targets.

Responsible for creating a culture of success and high performance within the Customer Services Teams, by implementing and maintaining appropriate recruitment, coaching and training of employees to develop their skills, competence, attitude and behaviour, with the objective of consistently delivering service and experiences for attracting and retaining customers. Ensured that the metrics that define excellent service were fully implemented and utilised to manage performance. Ensured that the policies and procedures governing the creation and change of customer data were rigorously applied and that customer/agent orders, enquires and complaints were processed in line with targeted service levels. Supported local objectives to improve receivables through timely dispute management and assisting collection activities. Worked with local business and management to consistently offer service levels that delivered positive customer experiences, built loyalty and optimised cost to the business. Applied Customer Experience Management techniques, using both voice of customer and operating data to understand performance and used Continuous Improvement to realize sustained improvement. Managed costs to budget and ensured compliance with internal controls

Management of the centrally located Business Process Support and Billing Complaint teams (approx 50 team members) providing sales process, OTC administrative, complaint and billing support for the European Organization. Ensuring all process SLA’s met on a day to day basis via the activities of the team with continuity of service across all supported regions. To provide senior management level integration for the department.

• Supervision of CMD teams to ensure customer creation/modification requests are processed within agreed turnaround times • Provision of regular reports of CMD activities • Regular meetings with local country teams • Sox Compliance and Audit support

• Development of new sales opportunities with new and existing clients • Supervision of Agent Team Leads to ensure campaign sales targets were met • Preparation of regular and adhoc sales activity reports • Participation in RFP projects with potential clients

• Responsible for planning and provision of defective stock units across European warehouses • Accurate forecasting of stock demand by country • Supervision of the supply chain team to ensure adherence to agreed SLA’s • Preparation of regular and adhoc stock activity reports

• Responsible for the development of Business Management activities within the Ford Europe customer portfolio • Preparation of monthly management reports • Supervision and coaching of Business Development Executives (sales support) • Provision of new product training to customers

• Supervision and coaching of the Iberian customer service team responsible for the accurate processing of monthly financial statements • Provision of activity reporting to commercial teams • Training and coaching of team members • Participation in customer meetings to support the commercial team