Customer Service Manager

Barcelona (Spain)
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Customer Service Manager

Sales and Marketing

Barcelona (Spain)

Ref: ED8656 October 8, 2020 INDUSTRY AND CAPITAL GOODS



Responsible for leading and motivating the customer service team in order to provide customers with the best experience, while ensuring that we meet the highest quality standards. Taking ownership of customers´ issues and challenges and following through to resolution • Ensure a high performance customer service function by recruiting, coaching and retaining customer service employees • Enforce company policies and procedures • Maintaining contact with selected key customers, including joint visits with sales teams • Identifying and solving problems with the objective of increasing customer satisfaction • Dealing with customer complaints, in close cooperation with internal stakeholders (e.g. sales, operations, logistics) and external stakeholders (transport providers, distributors, stock holders) • Customer database management and supervision, incl. training team in new transactions and admin procedures while ensuring quality standards are met (SAP) • CRM master user (Salesforce), supporting the sales team on how to use the platform and being responsible for the leads identification and processing • Regular price list updates for European markets and customers • General management reporting and ad-hoc analysis incl. o Margin analysis and follow up with sales teams and finance o Sales performance reports o Lead time analysis • Budgeting and expense forecasting • Organizing and attending trade shows and exhibitions with sales teams Candidate Profile: This is a challenging role that requires the candidate to show ownership, enthusiasm, professionalism and a high level of teamwork orientation Highly organized and used to working with CRM (such as Salesforce) and ERP (SAP) Personal traits: • Open minded and outgoing/sociable personality • Customer centric • Professional demeanor • Self starter and problem solver • Good communication skills (verbal and written) • Attention to detail • Ability to work with colleagues of diverse cultural backgrounds The desired candidate is perhaps currently in a Customer Service or Sales Support role in a fast paced industrial environment, either as a manager or as an aspiring manager who is ready to step up to a new challenge Min. 5 years relevant experience Experience in managing customer service for export/ international offices

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