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Customer Service Manager (manufacturing sector)

nr ref: /84/09/2020/IW
Konsultant prowadzący: Ilona Wróbel
Kraków (małopolskie)
Praca stała 8 kwietnia 2021

W Antal zajmujemy się rekrutacją do ponad 20 lat. Dzięki działaniu w 10 wyspecjalizowanych dywizjach, świetnie orientujemy się w aktualnych trendach branżowych. Precyzyjnie określamy specyfikę stanowiska, klasyfikując kluczowe umiejętności i niezbędne kwalifikacje. Naszą misją jest nie tylko znalezienie kandydata, którego kompetencje wpisują się w wymagania danego ogłoszenia, ale przede wszystkim stanowiska, spełniającego oczekiwania kandydata.

ROLE STATEMENT:

To support, coach and mentor team members and support the EMEA Customer Service Manager and Regional Sales Managers. 

To manage and maintain designated key customer accounts. To ensure efficient and effective processes on areas impacting on Customer Service. To maximize customer satisfaction and provide an interface between field sales and customer. To build and maintain relationships with internal support functions and external customers.

KEY RESPONSIBILITIES:

  • Manage the day to day running of the customer service offices serving DACH and Eastern Europe customer base to ensure work load is distributed fairly and consistently with the right focus on priorities
  • Hold regular Performance reviews with Customer Service Team to ensure individual, team and regional goals are achieved
  • Carry out Disciplinary procedures as per company policies
  • Review all ongoing current business practices and processes for suggestions for improvement/implementing best practice
  • Liaise with external and internal customers – end user, Technical Support, Planning/ Logistics and Sales
  • Report on key Customer Service metrics & KPI’s for the region
  • Coaching, mentoring and training of existing and new members across functions
  • Process and respond to incoming enquiries-via fax, telephone, email,….
  • Support functions to ensure customers get served optimally (Sales, Pricing, Supply Chain…)
  • Review, analyze and progress orders based on order related reports/department updates received – escalate where necessary
  • Participate in the administrative process of returns via the agreed quality process
  • Participate in Credit Management in liaison with Finance Dept – investigate and issue credit/debit notes as necessary
  • Assist customers with invoice queries and escalate if necessary to resolve
  • Maintain and build customer intimacy
  • Be aware of possible impact on the company in regards to legal responsibilities/compliance and ensure that associated risks are controlled and understood.
  • Comply and ensure awareness of policies and procedures 
  • Support existing accounts with sales data in respect of growth achievement
  • Liaise with Finance to ensure corporate and accounting compliance
  • Develop a back-up that will cover key reporting elements during own absence
  • Drive the Customer Service team to support revenue growth
  • Any other duties in line with the post

 

KEY EXPERIENCE/SKILLS:

  • Proven experience and success in a supervisory or management role on commercial side
  • Strong ability to communicate across all mediums- telephone, face to face and email
  • Good degree of IT Literacy – MS Office – Power Point, Excel, SAP, Tableau and SFDC
  • Perfect German or French and English; additional languages are considered a plus
  • Minimum Bachelor’s degree preferred
  • Good interpersonal, organisational and communication skills, both written and oral
  • Pro-active and responsive to customer (internal and external) requirements
  • High level of numeracy/attention to detail
  • Must be able to manage remote employees effectively
  • Good time management and ability to prioritize tasks
  • Ability to work in a team environment and on own initiative
  • Have a professional and flexible approach
  • Ability to work under pressure and meet short deadlines

THE OFFER:

  • Opportunity for professional development in an international environment and for increasing your abilities and skills,
  • Possibility to create new team,
  • Possibility to take part in transition process,
  • Possibility to collaborate with ambitious and vibrant team,
  • Attractive salary consisting of basic salary and annual bonus plus wide benefits package,
  • Great atmosphere and comfortable working conditions
  • And much more.. apply and ask:)