Customer Service Leader
We are looking for a skilled and results-driven Customer Service Manager to join our team.
This position involves strategic and operational leadership of customer service, internal sales, and financial administration. The successful candidate will be accountable for delivering exceptional customer-centric services, optimizing sales processes, and driving order-to-cash performance.
The role requires leading, developing, and engaging a high-performing and resilient customer service team. Collaboration with Sales Area Managers and production teams is essential to support commercial performance.
Your Key Responsibilities
* Oversee customer service & internal sales operations and finance administration to ensure seamless business operations.
* Ensure the highest level of customer satisfaction through effective collaboration with external sales, production, and logistics teams.
* Support the sales areas by defining and measuring key performance indicators (KPIs) and providing resources for data-driven decision making.
* Provide technical and administrative backup to the external sales force.
* Foster constant and effective exchange across all stakeholders in Romont and Flamatt.
Team Management
* Lead and engage the internal sales & customer service team by fostering a culture of accountability, collaboration, and continuous improvement.
* Define individual and collective objectives, monitor performance indicators, and provide development opportunities to all team members.
* Ensure absence coverage and succession planning is in place to drive team engagement and retention.
Processes & Tools
* Drive the application of sales policies, processes, and the customer service charter, ensuring continuous improvement.
* Optimize the order and offer processing cycle.
* Accountable for relevant financial and accounting procedures, such as correct invoicing and cash collection.
* Collaborate closely with technical, logistics, production planning, and quality departments to streamline workflows.
* Ensure optimal use of enterprise resource planning (ERP) and customer relationship management (CRM) systems.
* Participate in the evolution of CRM and pricing tools adapted to complex products.
* Accountable for integrated compliance requirements locally.
This role requires regular travel to Romont at least twice a week to improve processes and ensure optimal communication between sites.