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Customer Service Manager Global Accounts

Pays : Suisse Suisse

Région : Schwyz

Ville : Wollerau

Catégorie : Commerce

Type de contrat : CDI

Type d'emploi : Plein temps

Description du poste

The Customer Service Manager aims at strategically supporting business continuity and delivering value through the operational execution of customer service activities. The jobholder is responsible for the execution of end-to-end services across multiple elements of the regional Travel Retail operations; with the objective that the right products gets to the customer at the right time and driving all Customer Service optimization strategies, through leadership of the regional customer service team and close collaboration as a business partner with internal and external stakeholders. Job responsibilities:
The Customer Service Manager will report directly to the Customer Service Travel Retail worldwide Executive Manager and will have a responsibility over a team of cluster leads and indirect leadership accountability for coordinators. The job consists of the following activities:
- Responsible for leading, coaching and performance management of the regional customer service team, including maintaining a high-performance culture.
- Lead, direct and develop the regional organization to deliver and optimize service levels and manage the business to ensure that overall (regional) OTC deliverables are met.
- Implement the strategic Travel Retail worldwide customer service roadmap for the region.
- Steer the customer service processes and govern their maintenance and development. Includes working with partners to ensure smooth, efficient and effective operations.
- Manage the day to day customer service department and the customer relations.
- Strategically assess opportunities to increase efficiency of customer service operations, system and processes to seek opportunities to reduce costs and improve service levels.
- Responsible for claim management to ensure process compliance and manage financial impact.
- Drive collaborative planning, forecasting and replenishment programs with key retailers.
- Maintain relationships with regional key stakeholders and promote confidence in the overall execution to the processes.
- Create a seamless and satisfying internal and external customer experience throughout the organization.

Profil recherché

For this position, the successful candidate should provide a strong proficiency in customer service management, whilst showing proven record in people and stakeholder management.
- More than 5 years of experience in supply chain management roles with customer centricity in a fast-paced environment within a multinational company.
- A minimum of 3 years experience in leadership, continuous improvement and project management, with an excellent track record of managing a team and problem solving capabilities.
- University degree in Business Administration, supply chain or related discipline required: BA, MBA or Master's preferred.
- Proven track record of identifying change opportunities within an international and matrix organization.
- High energy to drive change with strong teamwork and interpersonal skills, ability to coach, train and influence people.
- Drive to excel at all times, as a team and as an individual.
- Flexible and independent.
- Excellent communication and presentation skills.
- Excellent project management capabilities and a structured work approach.
- Creative problem-solving and analytical skills.
- Excellent IT skills; (conceptual) knowledge of ERP systems and ability to learn quickly.
- Languages: English (any other language is an advantage).
Is this position relevant and interesting for you? Then apply online now!
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