Customer Service Manager

Requirements

Knowledge and Skills:

• Bachelor Degree
• Overall work experience of at least 5 years
• Leadership experience > 1-3 years
• Work experience in Supply Chain Operations or Customer Service
• Work experience in complex companies (global enterprises)
• Work experience in an English speaking environment
• Exposure to direct customer contact
• Experience in virtually managed projects
• Ability to:
 Work cross-functional
 Put complex matters in easy words
 Communicate efficiently both verbal and non-verbal in the appropriate environment
 Handle high workload environments and set the right priorities
 Project Management Knowledge (Subject Matter Expert & Project Leader)
 Leadership Skills
 Fluent in English and French
 Good IT Skills (Microsoft Office, SAP)
 Presentation Skills
 Flexibility

Responsibilities

Job Purpose

• Communicate, contribute and implement the company- and supply chain strategy within the Customer Facing teams.
• Lead, motivate and continuously develop the team to ensure the highest possible outcome for the customer.
• Monitor performance, analyse and take corrective actions to realize the company targets, supply chain and team KPIs.
• Drive operations according to standards and continuously improve services, products and processes to meet internal requirements and customer´s expectations.


Main Responsibilities:

• Customer: Maximize customer satisfaction related to service by ensuring efficient and effective interaction with the customer.
• Processes: Define, implement and control processes in line with the company strategy and EMEA standards in order to create competitive advantage. Contribute to the selection process of appropriate systems in order to improve overall efficiency.
• Cross-functional: Maintain a close working relationship within the Cluster SC and the Regional CS/SC team by continuous communication in order to enable the best decision based on the latest available information. Be aware of and understand the wider business environment.
• Build Talents & Teams: Lead a department by developing and supporting the team members in order to have the right people for the right job.
• Attract new talent according to the companies future requirements.
• Projects: Lead and contribute to regional and local projects, both supply chain internal and cross-functional, in accordance to PMO standards.