Role details

Customer Service Manager (m/w) - Zürich

International   •  Permanent

Bullet points

  • Customer Service Manager to oversee and develop a team
  • Direct leadership experience in an international customer service environment

About Our Client


Job Description

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.

The Successful Applicant

  • 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)

What's on 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

Apply for this job

Click the Apply or LinkedIn or XING button below quoting job reference 92196
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