Customer satisfaction is at the heart of our strategy, and to support our team, we're recruiting a passionate, results-oriented Customer Service Manager.
This position ensures strategic and operational leadership of customer service, internal sales, and financial administration.
The person will be accountable for delivering customer-centric services, optimizing sales processes, and driving order to cash. Leading, developing, and engaging a high-performing, resilient customer service team is also part of the mission. Collaboration with Sales Area Managers and production teams to support commercial performance is part of the daily business.
Your tasks and responsibilities
Sales & Customer Relations:
* Oversee customer service, internal sales operations, and finance administration to ensure smooth and efficient business operations.
* Ensure the highest level of customer satisfaction.
* Collaborate effectively with external sales, production, and logistics teams.
* Support sales areas in defining and measuring KPIs, providing resources for data-based decision making.
* Support the external sales force with technical and administrative backup.
* Ensure effective communication across all stakeholders in Romont & Flamatt.
Team Management:
* Lead and engage the internal sales and customer service team, fostering a culture of accountability, collaboration, and continuous improvement.
* Define individual and team objectives, monitor performance indicators.
* Develop team members and ensure coverage and succession planning.
* Drive team engagement and retention.
* Support team members in staying up-to-date on relevant product knowledge.
* Ensure deliverables are met through effective work organization.
Processes & Tools:
* Drive and improve application of sales policies, processes, and the Vetrotech customer service charter.
* Optimize the order and offer processing cycle.
* Ensure accurate financial and accounting procedures, such as invoicing and cash collection.
* Lead process improvement initiatives.
* Collaborate with technical, logistics, production planning, and quality departments to streamline workflows.
* Ensure optimal use of ERP and CRM systems.
* Participate in the evolution of CRM and pricing tools for complex products.
* Ensure compliance with ICRF requirements locally.
The Customer Service Manager will be required to travel to Romont at least twice a week to improve processes and communication between our sites.
Your profile
To lead this position effectively, you should have:
* Significant experience in a similar role or in customer service management; a degree in Sales, Customer Service, an MBA in the domain, or a similar title.
* Natural leadership, interpersonal skills, listening and service skills, and excellent oral and written communication abilities.
* Proficiency in CRM tools and customer performance indicators.
* The ability to adapt in a dynamic and constantly changing environment.
* Language skills in French, German, and English.
* Willingness to travel between Flamatt and Romont, our production sites.
Some benefits we offer
* Flexible working hours with the option of home office.
* Free parking, just 10 minutes' walk from Flamatt station.
* Free access to the fitness center at our head office.
* On-site restaurant with employer contribution.
* Free annual Swiss public transport half-fare season ticket.
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