Customer Service Manager Role
We are seeking a Customer Service Manager to lead our team in providing exceptional customer experiences.
This role will ensure strategic and operational leadership of customer service, internal sales, and financial administration.
The ideal candidate will be accountable for delivering customer-centric services, optimizing sales processes, and driving order-to-cash performance.
Responsibilities:
* Oversee customer service & internal sales operations and Finance administration to ensure smooth business operations
* Maintain the highest level of customer satisfaction
* Collaborate with external sales, production, and logistics teams
* Support sales areas with defining and measuring KPIs
* Provide technical and administrative backup to the external sales force
* Ensure constant exchange across all stakeholders in Flamatt and Romont
Key Responsibilities:
1. Lead and engage the internal sales & customer service team fostering a culture of accountability and continuous improvement
2. Define individual and collective objectives and monitor performance indicators
3. Provide development opportunities to all team members and ensure absence coverage and succession planning
* Drive team engagement and retention
* Ensure team members are up-to-date on relevant product knowledge
* Deliverables met through effective work organization
Process Improvement:
* Drive and continuously improve application of sales policies, processes, and the Vetrotech customer service charter
* Optimize the order and offer processing cycle
* Accountable for financial 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 ERP and CRM systems
* Participate in CRM and pricing tool evolution adapted to complex products
* Accountable for ICRF requirements locally
Travel Requirements:
Must travel between Flamatt and Romont (production site) at least twice a week.