Customer Service Transformation Manager

For Our Client, technology advanced manufacturing company, we are looking for Customer Service Transformation Manager.

Client Details

The role will play a crucial role in leading transformation of Customer Service operations.

Description

1. Participation in transformation of CS function across Europe to build efficient and lean organization;
2. Recruiting and managing teams supporting functions as: customer order management, inquiries, claims handling, coordination with third-party logistics, E-commerce support, and invoicing;
3. Collaborate and streamline work processes within the CS team, fostering standardization across key interfacing departments, including Sales, Finance, and Supply Chain;
4. Facilitate the integration of an advanced E-commerce and customer service tool to streamline operational processes;
5. Conduct in-depth analysis of delivery performance for direct customers, identifying key factors contributing to delayed deliveries, and working closely with the Supply Chain team to develop robust improvement plans;
6. Provide support in change management and communication flow between EMEA entities.

Profile

• Proven track record (5+ years) in leading and transforming customer service teams within the B2B sector,
• Demonstrated capability in designing and implementing a streamlined and efficient customer service organization.
• Bachelor's degree or equivalent in business administration, sales, or economics with a solid grasp of technical processes.
• Highly organized and self-reliant, with an acute attention to detail and a strong inclination towards digitalizing processes.
• Proficient in collaborating with international and culturally diverse teams.
• Excellent communication skills in English, both written and spoken (additional languages are advantageous).
• Familiarity with SAP ERP, CRMs is a plus.
• Willingness to travel for business within the EU

Job Offer

• Exciting opportunity to build and lead a team and process from the scratch
• Comprehensive health, wellness, and retirement benefits.
• Professional development opportunities.
• Open-feedback culture and a warm, welcoming office environment.
• Flexibility in working hours and partially in terms of location.