Customer Service Manager

vor 2 Wochen

Fribourg, Schweiz Alcon Vollzeit

Customer Service Manager provides strategic leadership and direction for the delivery of pre
- and post-sales services and support to clients/customers to ensure high customer satisfaction. Manages the customer service activities of a group, including selection and development of customer service personnel with good understanding of Customer Service KPIs. Contributes to the development and implementation of company support strategies and practices. Business partner for various stakeholders in the assigned region (Area management, warehouses, plants, APL credit management & APL Accounts Receivables)

Major Accountabilities:
- Is responsible for Open Order Reporting and Sales Analysis for the respective region under their responsibility. Including ensuring close collaboration and follow up with APLSHUB team, S&OP, Plants and Export Market teams to ensure back-orders, RDD’s, ETD’s and delays in shipments are closely monitored / tracked to ensure close alignment with forecasted sales targets of the region.-
- Investigate and resolve problems and issues, including issues related to orders, delivery, accounting and billing, and customer satisfaction. Communicate status of problems and solutions to customers and other appropriate parties.-
- Select, develop and establish a highly responsive team by recruiting resources, defining staff development areas and programs. Promote and maintain a positive, professional, service-oriented company image.-
- Establish and achieve departmental standards by creating an organized, innovative environment by leading and motivating the team (coaching, counselling & mentoring). Ensure employees are trained and executing defined processes.-
- Co-ordinate information/communication flow between the individual departments, Accounting, IT, Area Management, Area CFO, Sales + Marketing dept.-
- Drive quality management system and help organization meet audit requirements.-
- Review and approve Credit & Debit Notes, Customer Protocols and support Head of CS with reviewing of Distribution Agreements.-
- Ensure compliance of process with APL procedures and policies (AFCM, Quality manual, Global Trade Compliance,)-
- Provide inputs/information of process enhancements and changes.**Education**:
Minimum: Commercial apprenticeship or business school with further education in people management and / or export specialization

Preferred: Bachelor degree in Business administration with Export specialization

**Experience**:
Minimum: 5 years in International Customer Service/order processing/trading operations with increasing levels of responsibility

Preferred: 5 to 10 years in International Customer Service/order processing/trading operations with a significant period as supervisor/manager of a small group (> 4 people) and with good "Systems" skills (coordinating systems/process evolution projects)

Languages:
Fluent in writing and speaking in English

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