Manager Customer Service

Vor 2 Tagen

Basel, Schweiz Arxada Vollzeit

Manager Customer Service Basel
- Switzerland

Arxada is a pioneering leader with a powerful legacy: Over 120 years of creating specialty chemicals and solutions that potentiate the performance of our customers and their products. Our solutions, our expertise and our support help them to perform better - to be more efficient, more effective and more sustainable. We are passionate about empowering high performance and enabling our employees, partners and customers to realize their full potential. Together we make daily life safer, cleaner, healthier and greener. If you like making a difference, we are the company for you

First and foremost, we always want to recruit great people that really understand our values and ways of working. So if you have a passion for leading and supporting teams to deliver great customer service, always look to put the customer first; can build trust and are able to proactively seek out solutions that are right for our customers, then you are likely to be a great fit

As a Customer Service Manager you will direct, develop and manage a team of 6 customer service representatives in Basel, Switzerland to handle all order processing and after sales activities for Arxada. You will ensure continuous improvement and development within area of responsibility. Implement and optimize processes and systems according defined local, regional and global strategy.

Key responsibilities:

- Interact with cross-functional support groups in order to manage the day-to-day operations and create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.
- Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.
- Comply with all EHS procedures & policies relevant to your role, report any incidents or ill health associated with your work & report any conditions likely to cause an accident
- Support Head of Global Supply Chain SPS to develop and plan the strategy for Order Processing, Logistics and Execution in line with the business unit strategies.
- Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions
- Improve customer service and logistics quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes in cooperation with our senior logistics manager.
- Manage the organization structure and staff development to deliver value to the Arxada business units.
- Work with counterparts in N/A and APAC for international orders and Intercompany business.

Key Requirements:

- Experience in chemical industry/ logistics/ manufacturing industry preferred
- You will have extensive background in customer service
- Knowledge and experience in SAP / order processing and daily order shipment and knowledgeable in Microsoft package and Power BI
- Motivational skills and an ability to supervise and lead a team of customer service representative and ability to work well under pressure
- Creative thinking, to be able to come up with new ideas to improve customer service standards
- Arxada - Potentiating Performance_

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