Job Details
Job location Customer Service Manager Customer Service Manager **Position description**
** Job title**
Customer Service Manager
** Contract type**
Permanent Contract
** Job description**
To perform the job successfully, an individual should demonstrate the following competencies:
Project Management: Develops project plans; coordinates projects; communicates changes and progress; completes projects on time and budget; manages project team activities.
Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Problem Solving: Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations
Uses reason even when dealing with emotional topics.
Oral Communication: Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
Written Communication: Writes clearly and informatively; Presents numerical data effectively; Able to read and interpret written information.
Managing Customer Focus: Promotes customer focus; establishes customer service standards; provides training in customer service delivery; monitors customer satisfaction; develops new approaches to meeting customer needs.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education: BA or BS is preferred.
Experience: Minimum of 4 years experience in customer care, including successful team management.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills: Ability to use tools and applications to enhance the customer care and call center functions, including Salesforce/CRM, Case management tools, Call statistics and reporting, Online Survey Engines. Superior Excel skills.
** Profile**
Position Summary: The Customer Care Manager will be responsible for all aspects of service level performance for trade partners and, to a lesser extent end- consumers, and will be the owner for all customer related service issues and support requirements for the national sales force. As the business expands in North America, the Customer Care Manager will be responsible for establishing and maintaining world class customer service.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Ensure all customer requirements and inquiries are met in a timely and efficient manner.
Define and develop best-in-class customer support policies, processes and metrics which can be scaled with the growth of the regions revenues and customer base. This includes case management and escalation.
Support the regions customers and sales force on all customer service related issues, including ownership of customer complaint resolution
Identify best in class, scalable solutions for handling all incoming customer inquiries.
Distribute, monitor and report progress of all customer leads and opportunities as required.
Take ownership for all customer initiated service related issues within the organization and track through to resolution.
Define and measure the complete customer experience touch points (including those in the office and those in the field) and recommend and implement programs to improve the customer experience.
Manage the day-to-day activities of 2-3 team members who regularly interact with customers
ADDITIONAL DUTIES AND RESPONSIBILITIES:
Work with various departments on Customer Care related issues and programs to ensure milestones are achieved and programs are launch on time.
Partner with various departments to improve customer related processes and policies
Recruit, train, coach and retain additional customer care team members as needs require.
Be one of the main point person for the SAP implementation roll-out in the Unites States.
**Position location**
** Job location**
America, USA, California
** Location**
119 boulevard Flix Faure 93300 Aubervilliers **Candidate criteria**
** Minimum level of education required**
3- Bachelor
** Minimum level of experience required**
6-10 years