Kinga Surma-Mazurek

- Monitoring the quality of customer service: staff training in the workplace and the organization of courses provided by external trainers, coaching
- Creating and implementing service standards
- Taking care of our customer base (data accurance checking)
- Running Customer retention activities
- Running On time and Full (OTIF) activities. The result: 94% of deliveries delivered as ordered
- Dealing with Sales, Service and Supply Chain departments in order to guarantee the best
products and services.
- Being a champion of changes (successful CRM implementation thanks to well organized and proceed change management program).

- Identifying areas for potential process improvements and lead Lean / Six Sigma improvement
workshops/projects within organization
- Being a mobilizer of myself and others
- Being a coach
- Running number of LSS project related to customer service activities

For number of years I manage a role of SAP Power User (Air Products) and SAP OTC BPS (BOC). In that role I was:
- Local help desk for all my colleagues using SAP in Order to Cash area (orders, deliveries,
invoices).
- Testing and finally training users any new applications, solution
- Implementing new SAP solutions, additional tools (prepayment renewal tool, AgentPlus)
- Being involved in SAP implementation; leading a group of 6 people responisble for Invoicing area
- Representing Customer Service Center in case of any Internal and External Audits.
- Updating existing processes and procedure or creating a completely new ones
- Being responsible for cash flow processes (cash sale, cash registers, cash reports)

- Being a customer first point of contact
- Daily Customer Service: responding to inquiries, coordination post, e-mail communication with the customer, receiving, investigating and closing complaints, creation and modification of customer data in the system, Invoiceing and creating invoice corrections, Entering manual advice notes
- Training: appointed to be a person responsible for training new Sales Centers employees using SAP system