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Brockton

    Customer Service Manager - Bridgewater, United States - Spectrum Staffing Services/HRStaffers Inc.

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    Description

    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

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