Customer Service Manager

Role Overview

• Lead Customer Service Representatives in execution of business strategy and in support of a customer-centric organization.
• Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
• Build relationships with customers through visits, ‘Voice of the Customer’ feedback, participation in plant tours, assisting on projects and addressing service needs/issues.
• Partner with Operations/Supply Chain to review schedules, anticipate and mitigate potential issues and collaborate on meeting customer expectations.
• Partner with Sales to efficiently ramp-up new Customers and to develop joint efforts to pro-actively develop existing Customers.
• Assist in implementation and monitoring of customer Vendor Managed Inventory programs, forecasting and demand planning.
• Support the business strategy through the creation of customer-centric service processes, standards and metrics.
• Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns, etc.
• Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
• Build organizational capability through recruitment, development, and retention of top talent. Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
• Drive Customer Satisfaction and Customer Centric mindset in the organization.

Requirements

• At least 7 years’ experience in Customer Service/Supply Chain
• Very good level of English & Spanish is an absolute requirement
• Prior experience in multi-country roles preferred
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
• Uncompromising Customer Service mindset
• Distinctive analytical power combined with practical creativity for identification of improvement potentials
• Team management

Benefits

• Health insurance
• Paid time off
• Flexible working arrangements