Company: Lenzing Group
Nomination Submitted by: Lenzing AG
Company Description: The Lenzing Group stands for ecologically responsible production of specialty fibers made from the renewable raw material wood. As an innovation leader, Lenzing is a partner of global textile and nonwoven manufacturers and drives many new technological developments. The Lenzing Group’s high-quality fibers form the basis for a variety of textile applications.
Nomination Category: Sales Awards Team Categories
Nomination Sub Category: Sales Support Team of the Year - All Other Industries
 Nomination Title: Lenzing Group's Customer Service Team
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 194 words used.
Truly global & centralized Customer Service & Sales Support Organization taking care of >2.000 customers, >2bn EUR revenue across 10 production sites and various trading entities ensuring that the world's most sustainable fibers get supplied to the textile & nonwovens value chain across the globe. 100% customer-oriented with local execution within geographical regions and commercial teams whilst ensuring a global leadership & governance. Handling >50.000 sales orders globally including the full order to cash cycle from risk management to compliance checks.
This best-in-class organizational unit got established in October 2020 in a major reorganization attempt. Formerly, about 50 people reported individually into regional supply chain or sales organizations. A major centralization project resulted in one very strong, customer oriented and speedy centralized Customer Service Organization with now 40 employees globally reporting into one Global Head of Customer Service in dedicated teams serving and supporting our customers in the textile & nonwovens industry. Our employees provide services out of a shared service center or based in our production sites or trading entities. Agility, customer orientation & localization are key success factors. Extremely high customer satisfaction & efficiency are the proof of this reorganization.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 123 words used.
Major reorganization in October 2020 to 100% centralize the Customer Service Organization in one strong global team (40 people across all continents reporting into one organization). Compliance, resource optimization, flexibility, standardization in tools, processes and systems, simplification and alignment of global processes, high motivation through team lead and key user structure, best possible support of regional sales teams and customers, full committment through KPI tracking.
Since the establishment of this centralized and truly global organization, all major processes and systems transformed into highly standardized, fast, efficient and compliant tools to best serve our customers. 18 key user expert areas, harmonized master data, highest customer satisfaction score, resource efficiencies whilst dealing with >2.000 customers and >2bn EUR revenue are a proof of success.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 19 words used.
Detailed information on Lenzing Group, our organizational setup and ALL key achievements since 2020 are provided in attached document.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 70 words used.
Unrestricted centralization and globalization of the entire Customer Service Organization across the globe. >40 employees from all continents (US, Great Britain, Brazil, Austria, Czech Republic, India, Indonesia, China, Hong Kong, Thailand) are reporting into one centralized organization serving our customers around the globe. 100% harmonization of ALL systems, processes, master data and sales conditions, 100% globalized compliance check, 100% optimized resource utilization via shared service center and regional team setup.
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