Customer Service Manager

Customer Service Manager/ Supervisor

Position overview

The job holder directs the activities of Customer Service Team, drives the customer agenda and manages internal customers.

Customer Service Manager / Supervisor works closely with key internal stakeholders (functional leaders of another departments) on processes and systems adherence to improve operational efficiency, develop and implement effective customers' strategies, to ensure quality of services and improvement of costumer value.

CS team recruitment, onboarding and development is a key focus for Customer Service Manager / Supervisor.

Responsibilities

Demand management at plant level, demand analysis and sales forecasting.

Improvement of Customer Service efficiency at plant level, KPI implementation and follow-up.

CS process adherence and automation, introduction of new / upgraded systems and tools for CS team (e.g. CS Cockpit, BaaN, SCP Dashboard, SCP IBP, etc.)

Interaction with cross-departments on systems and processes adherence in order to improve operational efficiency and fasten response to Customers' needs.

Cost efficiency: minimization of leakages and obsoletes at plant level, control over extra-costs to be re-invoiced to Customers.

Reporting at plant level, month closure.

Development of required manuals and procedures for CS Department at plant level.

Recruitment and onboarding of newcomers, elaboration of job descriptions per each position with clear cut roles and required skills.

CS team development and engagement.

Requirements

PROFESSIONAL SKILLS:

English - fluent

Excel, Power point

Business and financial acumen