Manager, Customer Service NA - Milwaukee, United States - Lesaffre Yeast Corporation

Description

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**Description**

**Basic Function**

As a Customer Service Manager, you will contribute to the satisfaction of Phileo customers by guaranteeing a maximum service level, through key account customer service and customer service team management. You will also make contributions by optimizing information and product flows in collaboration with the internal logistics network, implementing key performance indicators globally established by Phileo, and working toward our global market access strategy.

**Essential Duties and Responsibilities** include the following. Other duties may be assigned.

Ensuring the responsibility of Phileo North America Customer Service teams and their operations, placing customer satisfaction at the heart of the team's concerns

Responsible for the order to cash management

Ensures the operational follow-up of the strategic customers in collaboration with the senior account manager.

Manage international flows related to imports / exports and various secure payment methods.

Responsible for the registration and monitoring of any customer complaint or non-conformity in accordance with the Phileo procedure and the Phileo quality coordinator.

Suggest and follow action plans to improve customer service level.

Optimize the business organization in the respect of customers satisfaction

Collaborates actively to implement SLA (Service level agreement) and ensures the respect of global and local procedures, operating procedures and best practices

Guarantees compliance with administrative and financial procedures

Responsible for customer service key performance indicators in relation to the global strategy of the supply chain service; provide all raw data to the global organization.

Contributes to the optimization of our product and information flows in collaboration with the internal and external logistics network

Coordinates the flow of information between the various internal and external contacts (sales teams, quality department, regulatory, logistics, warehouse, records, finance)

Provides monthly updates to the Sales Team, directs the communication flow between Customer Service and Sales. Participates in Quarterly Sales Meetings.

Participates in meetings with peers to develop and update tools; Participates in the implementation of digital tools in close collaboration with the Digital Platform Manager and all Customer Service Managers of Phileo Supply Chain team, in compliance with Lesaffre group's digital strategy and global digital strategies defined by Phileo

Guarantee quality of Data management within the systems

Contributes to our global market access strategy

SPOC (single point of contact) with the local authorities in the framework of the exportation of products manufactured in the US. In this scope, the North America customer service manager works closely with the global market access team for the constitution of the dossier and is part of the market access network.

New Item Development Process act as Project Manager for each new item or updated item.

Contributes to Supply chain efficiency

Coordinates with the Phileo Demand and Supply Planning Manager and the Supply Chain teams (NA) the stock replenishment and the product availability by warehouse, to ensure availability of products.

Oversees and monitor the stocks management performance (Expired inventory management and disposal, goods transfers, safety stocks)

Team Management Activities

Organizes and plans daily work in order to achieve the objectives of the business

Ensures the smooth operation of the service and the maintenance of a climate conducive to work

Provides support, training and motivation to employees

Contributes to strengthening the customer service culture

Is able to cover temporary specific and operational duties fulfilled by each member of the team

**Supervisory Responsibilities**

Leadership of NA Phileo customer service teams

Manages a team of 3-4 employees

Coaches Phileo NA Customer Service team member(s) and monitors the workplace climate

Clarify Roles an Responsibilities within the teams

Put in writing workable processes for operations in NA

**Travel**

Regular trips within the country and abroad are expected (estimation is 15 %).

**Competencies**

North America Customer Service Manager works in close collaboration with his line manager, Phileo Global Supply Chain Director, whom he/she consults whenever necessary. Obtains green-light from his/her hierarchy and the Human Resources team for any decision related to the organization or concerning its collaborator(s).

**Action Oriented** - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes opportunities when they arise.

**Customer Focus** - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; talks and acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

**Directing Subordinates** - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with subordinates on work and results; brings out the best in people. **Problem Solving -** Solves difficult problems with effective solutions; asks good questions and probes all fruitful sources for answers; can see underlying or hidden problems and patterns; is excellent at honest analysis; resilient; looks beyond the obvious and doesnt stop at the first answers.

**Qualifications**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**Education and/or Experience**

Bachelor's degree (B.A.) from four-year College or university in International Business and a minimum of 5 years of experience in customer service management or equivalent combination of education and experience. Experience in an industrial environment is necessary.

**Language Skills**

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Spanish or French speaking preferred

**Mathematical Skills**

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

**Reasoning Ability**

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

**Computer Skills**

Knowledge of an ERP (preferably Oracle, SAP) and various tools such as CRM, portal is a plus.

Working knowledge of personal computers, including the Windows operating system.

Proficiency in desktop software applications such as Microsoft Office (spreadsheets, word processing, presentations, project management).

**Physical Demands**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of th