Customer Service Manager

Imerys; Toulouse; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

Une entreprise leader dans son domaine recherche un Responsable Service Client à Toulouse pour diriger une équipe dédiée à l'amélioration de la satisfaction client. Le candidat idéal aura une solide expérience en gestion de la chaîne d'approvisionnement ou du service client, avec une capacité avérée à diriger une équipe, analyser et résoudre des problèmes. Ce poste offre du développement professionnel et un environnement dynamique, où la satisfaction client est au cœur des préoccupations.

Qualifications

• Fluent in English and French.
• 3-5 ans d'expérience minimum en positions de gestion dans la chaîne d'approvisionnement ou le service client.
• Compétences en leadership et gestion d'équipe essentielles.

Responsabilités

• Gérer et motiver l'équipe du service client pour offrir le meilleur service.
• Préparer des prévisions de ventes et recruter le personnel du service client si nécessaire.
• Assurer le traitement des plaintes client et un suivi des KPIs mensuels.

Connaissances

Orientation client

Résolution de problèmes

Compétences interpersonnelles

Travail en équipe

Gestion des performances

Formation

Master Degree en Ingénierie ou École de Commerce

Outils

SAP

Salesforce

Google

Description du poste

Manage & motivate the customer service team in order to provide the best possible service to customers.

Monitor customer satisfaction and improve services.

Ensure the training of the customer service team to products, systems and policies.

Structure and adapt the organisation to fit the volumes and service requirements.

Ensure the maintenance of accurate and up to date procedures for coordination of customer service with other functional areas (sales, logistics, finance, production, or quality).

Look for opportunities for streamlining activities to meet Customers’ needs & reduce costs

Contribute to develop a customer service policy and promote customer service amongst the organisation.

Responsibilities :

Lead and supervise team of the market customer service and make it fit to the business requirements and changes.

Plan, prioritise and delegate various tasks among team member to ensure quality of service

Ensure the communication of the short term sales forecast from customer service to sales managers

Recruit customer service members as necessary.

Make the annual appraisals and set quality objectives.

Identify training needs for team members to achieve high standard of customer service.

Ensure clear and efficient procedures are in place to guarantee a quick, streamline order processing.

Ensure efficient records / archives are kept on all customers’ correspondence and documentation.

Ensure clear organisation and information flows set up in order to ensure all customers’ questions are dealt rapidly and efficiently.

Implement any necessary ritual to animate the team around quick fix / pbm resolving & key topics follow up + escalate to next level if pbm is critical and cannot be solved by the team within a certain timeline

Work on long lasting customer issues and provide solutions.

Ensure customer complaints, non-conformities treatment by the team and ensure monthly KPIs in place

Monitor the debit and credit notes

Lead the continuous process improvement based on KPI’s

Closely work with sales team to improve quality of relationships with customers.

Contribute with finance to credit management and cash objectives by strict control and follow up of doubtful customer

Strong customer orientation and business / commercial sense (understanding of key principles such as contract negotiation, price increase cycle, etc)

Deep knowledge of supply chain topics

Strong interpersonal and communication skills (oral and written, communication to customers, to customer service team and to other departments)

Management skills such as teamwork organization, performance management and leadership

Good analytical and problem solving skills, result oriented

Rigorous, organized and process oriented

Tools knowledge is a strong plus : ERP (SAP), CRM (Salesforce), Google will be a plus

Strategic thinking

Ideal background / experience

Fluent in English and French

Master Degree, Engineer or Business School or equivalent experience

Experience in supply chain and / or customer service including 3-5 years minimum in management positions

Position Type

Full time

Permanent