Regional Customer Service Manager

This search procedure has been closed (15-05-2015).
Field
Sales
Salary
Salary undisclosed
Location
Nordrhein-Westfalen
Employment
Permanent
Headhunter
Michael Page Deutschland

Firmenprofil

Our client is a world leading supplier of coatings and inks for the protection and decoration of beverage, food, aerosol and general line cans, metal closures and collapsible tubes.

Adding value in the supply chain with innovative design, customization, just in time delivery and consistent quality, all with improved efficiency is increasingly demanding. It must all be in balance - machinery, technology and people to succeed. Our client strives to create lasting commercial partnerships built on product innovation, technical support and commercial services customized to meet your specific business needs.

As a result of the research and development drive, our client offers the metal packaging industry top quality specialist and mainstream products, ensuring that he can always provide the best technology solutions to match all performance needs from a single supplier.

The Strategic Market Unit Metal Coatings is looking for a Regional Customer Service Manager (m/f), based with HQ in Nordrhine-Westpfalia.

Position

  • Works closely with Regional SMU Management Team to ensure matrix structure operates efficiently.
  • Direct report to Regonal Business Director
  • Acts as an ambassador and encouraging talent processes and engagement.
  • Ensures job profiles are in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions.
  • Strengthens the talent pipeline by developing talent and regularly assesses and discusses talent and internal movement. Continuously monitors and evaluates retention risk.
  • Stimulates, manages and follows through on employee engagement and builds on the workforce to reflect the societies and markets in which we do business (D&I).
  • Creates an open environment in the team where all people can perform at their best and stimulates the development of others and ensures an engaged team.
  • Ensures reporting line is fully informed and acts in line with HSE and Compliance regulations.
  • Takes ownership by representing Regional SMU Management Team towards own team and vice versa.
  • Manages and plans relevant (departmental) budget and proactively manages the costs.
  • Reports on progress on a continuous base.
  • Develops and implements approved improvements in customer service procedures.
  • Provides initial and follow-up training for all direct reports as well as continuous flow of information regarding products and customer service-related guidelines.
  • Organizes, coordinates and monitors customer order processing and products distribution (including, adherence to adequate standard operating procedures).
  • Based on collected feedback, creates templates of periodical reports for subordinated unit as well as collects and analyzes results achieved within customer service activity field.
  • Determines and supervises process of registering / filing / archiving of customer service-related documentation.
  • Represents supervised unit during periodical internal / external audits.
  • Closely cooperates with Sales and Operations to maintain consistency in approach towards customer service in the organization.
  • Participates as representative of customer service unit in various customer events and internal business meetings.
  • Manages quality of cooperation between customer service unit and field force regarding administration of customers' orders.
  • Manages resolution of specific concerns of major customers and mobilizes resources guaranteeing their professional handling.
  • Presents and explains content of the reports reflecting performance of the supervised unit to regional / country management.
  • Based on feedback gathered from ERP users, proposes and implements approved improvements in the service & distribution process flow.
  • Monitors effectiveness of the e-sales system (when applicable) and introduces required modifications.
  • Facilitates ordering as well as order processing in the e-sales system by organizing / controlling new users' introduction process.
  • Be familiar with all the applicable corporate as well as site policies/procedures with regard to personal conduct and HSE standards and acting in compliance with all applicable regulations.
  • Internal relations: Sales Management, Regional Key Account Management, Technical Service, Marketing, Finance, HR, Operations
  • External relations: Customers, Customs agencies, Logistics agencies, Service suppliers

Profil

  • Preferably business or economic education
  • Commercial B2B background in industry,
  • 5 years Customer Service experience (minimum) in a technical B2B environment
  • Leadership experience with minimum 5 years
  • People Manager with experience in Change Management processes
  • Customer Service Management Skills - Proficiency with account management, contracts, negotiations, complaint management, product presentations and active marketing of value added to customer operations
  • Influencing and negotiation skills
  • Strong interpersonal and communication skills
  • Capability to work in technical product environment with ability to sift through complex options and recommend viable solutions
  • Business fluent in English is a must
  • Willingness to travel around Europe

Interessiert?

Dann senden Sie Ihre Online-Bewerbung bitte direkt über folgenden Link.

This search procedure has been closed (15-05-2015).