Manager Customer Service

Customer satisfaction is at the heart of our strategy, and to support our team we're recruiting a passionate, results-oriented

Customer Service Manager

This position must ensure strategic and operational leadership of customer service, internal sales and financial administration.

The person will be also accountable to deliver customer centric services, optimize sales processes and drive order to cash. Lead, develop and engage a high performing and resilient customer service team is also part of the mission and the collaboration with Sales Area Managers and production teams to support commercial performance is part of the daily business.

Your tasks and responsabilities

Sales & Customer Relations:

• Responsible for overseeing the customer service & internal sales operations and the Finance administration to ensure smooth and efficient business operations
• Ensure the highest level of customer satisfaction
• Ensure effective collaboration with external sales, production & logistics teams
• Support the sales areas with defining and measuring KPIs and provide resources for data-based decision making
• Support the external sales force by providing technical and administrative backup
• Ensure constant & effective exchange across all stakeholders in Romont & Flamatt

Team Management:

• Lead & engage the internal sales & customer service team fostering a culture of accountability, collaboration and continuous improvement
• Define individual and collective objectives, monitor performance indicators
• Provide development to all team members & ensure absence coverage and succession planning is in place

• Drive team engagement & retention
• Support the team to be up to date on relevant product knowledge
• Ensure deliverables are met through appropriate work organization

Processes & Tools:

• Drive & continuously improve application of the sales policies, processes and the Vetrotech customer service charter
• Optimize the order and offer processing cycle
• Accountable for relevant financial & accounting procedures, such as correct invoicing, cash collection etc.
• Be a driving force in process improvement and optimization
• Collaborate closely with technical, logistics, production planning and quality departments to streamline workflows
• Ensure the optimal use of the ERP and CRM systems
• Participate in the evolution of the CRM and pricing tools adapted to complex products
• Accountable for ICRF requirements locally

In order to improve processes and ensure optimal communication between our two sites, the Customer service manager will be required to travel to Romont at least twice a week.

Your profile

• significant experience in a similar position or in customer service management, you have a degree in Sales, Customer Service, MBA in the domain or similar titel
• natural leadership, interpersonal skills, listening and service skills and you are excellent in oral and written communication
• proficiency in CRM tools and customer performance indicators
• ability to evolve in a dynamic and constantly changing environment
• language capabilities in French, German and English
• open to travel between Flamatt and Romont our production's site

Some benefits we offer

• Flexible working hours with the option of a home office
• Free parking just 10 minutes' walk from Flamatt station
• Free use of the fitness centre in our head office building
• Restaurant on site with employer contribution
• Free annual Swiss public transport half-fare season ticket