Customer Service Manageren Sevilla.
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Paloma Reyero Herranz
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Reporting to the Supply Chain Director, the Customer Service Manager is responsible for making sure that the needs of customers are being met or exceeded, providing and promoting excellent customer service throughout the organization. This role involves a strategic blend of leadership, communication, and problem-solving skills to oversee the operations of customer service representatives and to foster an environment of exceptional service.
ver menosyour functions
¿ Develops and implements customer service policies and procedures to ensure consistent service quality.
¿ Leads, hires, and trains customer service team members to deliver excellent service standards.
¿ Sets clear customer support goals and KPIs, and monitors team performance against these metrics and makes data-driven decisions.
¿ Analyzes customer feedback and service data to identify trends and areas for
improvement.
¿ Collaborates with other departments to integrate customer service with overall business operations.
¿ Manages the customer service budget and ensures resources are used efficiently.
¿ Facilitates effective communication channels between customers and the company.
¿ Stays informed about industry best practices and evolves customer service trends to keep the service offering competitive.
¿ Monitors and maintains documents and information related to customers as contracts, price lists, active products, ¿
¿ Builds and maintains business relationship with customers by providing prompt and accurate service contributing to excellent company reputation.
¿ Monitors end to end Order-To-Cash process together with Commercial and Finance teams.
¿ Facilitates efficient support to Commercial team by monitoring and reporting customer performance, contracts and tenders¿ volumes evolution.
¿ Acts as main interlocutor between Production and Commercial teams, providing accurate information on product availability, forecasts from customers, product reservation.
¿ Collaborates with Warehouse team to automate and simplify overall shipping process.
position requisites
-
Formación
: Licenciado -
Conocimientos
: navision -
Experiencia
: 5 años
¿ Bachelor¿s degree in, Business Administration or Engineering, Executive Master / MBA will be a plus
¿ Strong user of Advance Excel, Navision/Business Central and BI tools.
¿ Proficiency in English, written and spoken.
¿ Minimum 5 years of experience in a similar position in an international environment and ideal in the pharma, diagnostics or medical device industry.
¿ GMPs and Lean Six-Sigma
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