Customer Care Operations Sector Leader

Vor 3 Tagen

BielBienne, Schweiz Omega SA Vollzeit

**Description du poste**:
Sous la responsabilité du Customer Care Manager, vous gérez les opérations administratives du flux de service « Vintage & Restorations » de notre centre à Bienne ainsi que la relation avec nos clients et nos partenaires en Suisse et à l’international. Vous travaillez en collaboration étroite avec l’atelier technique ainsi que les autres départements du Customer Service pour continuer à développer la satisfaction de nos clients ainsi que la qualité de nos services.
- Gérer l’équipe en place (motiver, coacher, coordonner, former), évaluer la performance/efficience et recruter. Veiller à une bonne communication/entente entre les collaborateurs
- Assurer une relation client et une expérience client optimales
- Améliorer les processus ainsi que la productivité des équipes et standardiser les approches administratives selon les principes du lean-management/amélioration continue tout en favorisant une communication personnalisée
- Gérer efficacement les réclamations de la clientèle et proposer des solutions en adéquation avec la vision et la mission du Customer Service
- Garantir une collaboration transversale efficace au sein du Customer Care / Customer Service ainsi qu’ avec les autres départements de l’entreprise

**Profil**:

- Au bénéfice d’une formation technique ou commerciale, vous disposez d’une expérience avérée en conduite d’une équipe administrative et en contact avec les clients B2B et B2C
- Vous connaissez bien les principes du lean-management et avez déjà mis en place ou collaboré à l’implémentation de projets et méthodes Lean
- Fortement orienté clients, autonome, dynamique et proactif, vous vouez un grand intérêt à la gestion d’une équipe opérationnelle
- Bonnes capacités à résoudre des problèmes et bonne gestion du stress, vous êtes également reconnu pour votre flexibilité
- De langue maternelle française (ou allemande) vous êtes également au bénéfice d’un niveau C1 en allemand (ou français si votre langue maternelle est l’allemand) et en anglais
- Excellente maîtrise des outils informatiques usuels (MS Office). La maitrise d’outils comme SAP, Power BI et Cognos serait un plus

**Compétences requises**:
Voir profil

**Langues**:
Voir profil

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