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Customer Service Manager

vor 2 Monaten

ChâtelSaintDenis, Freiburg Cellap Laboratoire S.A. Vollzeit

Job Summary

We are seeking a highly skilled and experienced Customer Service Manager to lead our Customer Service & Export Department at Cellap Laboratoire S.A. As a key member of our team, you will be responsible for ensuring customer satisfaction and maintaining positive relationships with both business clients (B2B) and individual consumers (B2C).

Key Responsibilities

  • Leadership: Provide strategic direction and leadership to the customer service team, including setting goals, establishing performance metrics, and ensuring the overall company objectives are met.
  • Team Management: Recruit, train, and manage a team of customer service representatives, including coaching and mentoring team members to ensure high levels of customer satisfaction.
  • Process Improvement: Continuously evaluate and refine customer service processes and procedures to enhance efficiency and effectiveness, implementing new technologies and process digitalization.
  • Customer Experience: Champion a customer-centric approach across the organization and ensure that customer service efforts are aligned with delivering exceptional customer experiences.
  • Compliance: Ensure that customer service operations comply with relevant worldwide regulations and industry standards and are aligned with the organization's certifications related to Quality and Environment.
  • Product Knowledge: Develop product knowledge amongst the Customer Service Team and stay updated on the current references catalog and brand information to provide accurate and comprehensive assistance.
  • Cross-functional Collaboration: Collaborate with Sales, Marketing, and Operational Departments to relay customer insights and contribute to overall business growth.
  • Department Supervision: Supervise and participate in all daily activities of the department, including responding to inquiries, order processing, issue resolution, maintaining customer databases, and managing B2B and B2C relationships.

Requirements

  • Highly service-minded with a solid experience in managing a local and international customer service team with B2B and B2C clients.
  • Previous experience in the luxury retail industry is preferred.
  • Strong interpersonal and communication skills, with experience in leadership and a preference for working in a collaborative and team-oriented environment.
  • Ability to operate in a complex and dynamic environment, with a focus on structure and efficiency.
  • Dynamic and adaptable, with the ability to multitask and work in a fast-paced environment.
  • Proficient in customer relationship management (CRM) software.
  • Fluent in English and French, with German/Swiss German a plus.