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Customer Service Manager (m/w) - Zürich Michael Page International Austria GmbH

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Customer Service Manager (m/w) - Zürich



Our client is currently looking for a Customer Service Manager to oversee and develop a team of customer service coordinators. You will be responsible for the measurement and improvement of customer service processes to ensure cost reduction and efficiency improvement. You will play a proactive interface role between customers, regional offices, internal departments and take ownership for a sustainable cooperation. You will set customer satisfaction goals and work with the team to meet them on a consistent basis. Interact with customers on a daily basis, responding to their questions and guiding them to the appropriate service and be responsible to on-board new employees and train them.

This opportunity will suit someone who enjoys some very operational aspects of this role and has a hands-on personality yet is a clear leader dealing with the management and training of the team.

Job Offer

  • Ensures and continuously improves an efficient and customer oriented service on high level for internal and external customers
  • Manages and supports order management processes including new launches to ensure the best possible service level and successful month end closings
  • Ensures a consistent and pro-active communication flow and challenge resolution
  • Coaches and manages the regional CS team to cope efficiently and professionally with the service requirements
  • Sets up annual performance target and development plans with the direct reports and follows up on them Acts as a strong interface for distribution issues
  • Acts as power user within the team for any SAP related issues
  • Represents the department internally and externally
  • Manages introduction and training for new team members
  • Monitors and provides top class key account service
  • Manages and steers all team / region activities to reach a top customer service
  • Secures information flow and balances different demands from internal and external partners via e-mails, conference calls and meetings
  • Supports the team in daily questions and problems
  • Trouble shooting and issue resolution
  • Actively creates and finds value creation opportunities within the order management and shipping processes to the customers
  • Reviews, analyzes and continuously improves processes
  • Prioritizes, resolves and/or escalates issues within the region
  • Meets deadlines and ensures completion of customer service tasks within the expected timeframes such as month and year end closings
  • Proven track record in a similar role, including direct leadership experience in an international customer service environment is a must
  • Minimum of 2 years management experience
  • Team building ability and coach, track record in organizational development
  • Service minded personality
  • Hands-on approach and curiosity, can-do and positive attitude
  • Sound education and / or several years' experience in international export business
  • Excellent IT skills (SAP, MS Office)
  • Languages: English and Spanish or French, (German advantageous)
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Über Michael Page

Michael Page gehört zu den weltweit größten und renommiertesten Personalberatungsgruppen.

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