Customer Service Manager

Purpose:

A customer service manager will make sure that the needs of customers are being met or exceeded.

The aim is to provide and promote excellent customer service throughout the organization (by offering deep product knowledge, delivering dedicated support and ensuring a high acceptance rate of SLAs).

The goal is to keep the department running in an efficient and organized manner, in compliance with Company guidelines and policies.

Key responsibilities:

HS: Focus on Health & Safety standards to ensure strict adherence to company and customer polices.

Strategy: Implement both the long-term vision and strategy for customer service organization, develop and implement tactical milestones.

Customer:

• Build and further develop personal business relationships with external business partners | customers. Periodic customer visits, depending on the customer classification and problem definition.

• Build and further develop personal business relationships with internal business partners internally, keeping close contact with Sales Executives, Local and European Product Managers, Finance Leaders, Production Leaders. - contact matrix as appendix.

• Constant updating of knowledge of the procedures and processes of the iron and steel industry, through self - study, as well as through internal and external training\xe2\x80\x8b.

• Improve customer service experience, create engaged customers, and facilitate organic growth.

Winning Team: Leadership, Organization, People:

• Proposing and building a working environment: diverse, equal and inclusive.

• Organization is periodically evaluated, and missing competence are identified and pipelined.

• Implementation of cascaded corporate objectives, as well as dissemination of corporate philosophy

• Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.

• Inspiring, coaching, mentoring Team Members (Team leaders)

• Responsibility for team members\' formal evaluation processes including career development (IDP is owed by interested person), salary review and performance management

• Monitor resources and utilize assets to achieve qualitative and quantitative targets

• Recognize & reword Team in the way to help achieve its strategy.

Meaningful work:

• Initiate creation of effective customer service procedures, policies, and standards.

• Ability to assess service statistics and prepare detailed reports on your findings.

• Prepare and conduct presentations for internal stockholders to convince and gain buy in with highly developed section possible benefits.

• Creating culture of performance by implementing KPI, periodic revision, proposing & implementing correction actions and adjusting process.

• Initiating improvement projects in are of defined responsibility, connecting and inviting people to collaborate to achieve goals.

• Create documentation for larger projects together with the product management, to ensure that existing resources are used effectively\xe2\x80\x8b.

• Keep ahead of industry\'s developments and apply best practices to areas of improvement

• Defining rules and empower people for taking decision and responsibilities in dedicated area.

Finance:

• Proposing the department budget assumptions (HC, Overtime, Travels, etc.)

• Adhere to and manage the approved budget

Controls & audits:

• Creation of an environment for the rapid and efficient conduct of audits

• Removal of audits findings in agreed deadlines

Skills & Experience

• Bachelor\'s degree in Business area. Advanced in Microsoft Administration, Marketing, Finance or related field from an accredited university.

• 5+ years of experience in a similar position in Customer Service or Commercial area

• Good understanding of and of \'End to End\' order management process and commercial elements, including customer due diligence, creation and maintenance of records, pricing administration elements, etc.

• Ability to think strategically and execute methodically with attention to detail.

• Experience in people management: recruiting and selection, defining goals, periodical revision and monitoring, evaluation and feedback discussion, developing and talent management, mitigation attrition risk.

Antal International