Customer Service Manager

Job Details

RESPONSIBILITIES

• Set standards across the team and lead a customer centric approach
• Lead the team as one integrated team
• Develop the team: from administrative to proactive, customer focus
• Oversee the achievement and maintenance of agreed customer service levels and standard KPI s
• Be in close contact with the sales and supply chain
• Collaborate with commercial managers to prioritize and ensure USA business continuity in a smooth way
• Bring the wide company perspective into the team
• Create and implement standardize processes and procedures to the team related to the daily activities, within the systems we use (ERP, CRM, BY): samples handling, questionnaires, complaints, CN, RFC, order to invoice handling
• Support commercial manager with sales, RFC and WP analysis and gap follow up
• Follow up service quality level
• Follow up on new projects/customers added into the team, keep the work balance across the team
• Follow up on some key strategic customers and all contract/BPO
• Executing customer communication activities (QA related notifications or marketing)
• Guiding the team in the event of a crisis to ensure support to our customers.

QUALIFICATIONS

• Business / commercial education is a plus
• Minimum of 5 years of relevant B2B experience
• Minimum of 3 years of team leading experience
• Ideally experience with a value-added solution provider
• Fluent in English and excellent written and verbal communication skills.
• Analytical mindset
• Desire to work in an international, multicultural environment
• Discipline to initiate first contact and to make the first step
• Service orientation
• Experience with Microsoft, CRM/ERP software
• Sound conversation techniques

 Spectrum Staffing Services/HRStaffers

 05/06/2024

 Bridgewater,NJ