Customer Experience Leader and Pricing Analyst
vor 2 Monaten
Job Summary:
We are seeking a highly skilled Customer Service Manager and Pricing Coordinator to join our team at Oerlikon. As a key member of our organization, you will be responsible for leading our customer service team and developing pricing strategies to drive business growth.
Key Responsibilities:
- Team Leadership: Set team priorities and workflows to meet agreed levels of service and customer satisfaction.
- Customer Support: Guarantee hands-on support in daily customer care activities by managing directly high-priority and escalated cases and relationships with top customers.
- Pricing Strategy: Work closely with the logistics and product teams to correctly prioritize orders and ensure smooth and timely product deliveries.
- Process Improvement: Serve as 'Voice of the Customer' across the company and ensure processes are constantly reviewed to meet customers' expectations.
- Training and Development: Keep all training materials updated and manage onboarding training of all new team members.
- Performance Metrics: Measure team performance through relevant metrics and set-up forecasting capabilities to staff the team correctly.
- Procedure Development: Create procedures to improve CS processes resulting in higher internal and external customer satisfaction.
- Strategic Planning: Along with the management team, design the medium and long term service strategy.
- Coaching and Development: Directly coach, sustain, supervise monitor and provide feedback to the team.
- Troubleshooting: Troubleshoot and resolve billing technical issues and customer complaints.
- Pricing Analysis: Support the Sales Teams in the preparation, of commercial offers by evaluating margin impact according to company pricing strategy.
- Pricing Management: Mantaining General Price List for zips
- Pricing Analysis: Manage and supervise pricing analysis to support activities inclusive of new price generation, general margins improvement, discrepancy resolution etc
Requirements:
- Experience: Proven working experience as Customer Service Manager (people management)
- Customer Service: Experience in providing customer service support
- Language Skills: Proficiency in English and French
- Technical Skills: Good computer skills in SAP (SD) and MS Office products (strong Excel)
- Education: Bachelor's degree in business administration or related field
About Oerlikon:
Oerlikon is a global innovation powerhouse for surface engineering, polymer processing and additive manufacturing in key industries such as aerospace, automotive, energy, tooling and textiles. We serve as a key partner in enabling our customers to reach their targets for optimizing the performance, function and sustainability of their products and manufacturing processes.
About Oerlikon Luxury:
Oerlikon Luxury, the business unit part of Oerlikon's Surface Solutions division, is a global leader for the production of metallic parts for the fashion luxury industry. The business unit is an expression of Riri technologies and expertise through the specificities of two brands: Oerlikon Riri, which includes zippers and buttons branded Riri and Cobrax respectively, and Oerlikon Fineparts, which presents a combined offer with regard to metal components and fashion jewels, bringing together the companies from Tuscany recently acquired by Riri (Amom, DMC and CMH) and the French company Coeurdor.
Oerlikon Luxury, headquartered in Mendrisio (CH) counts approximately 1500 employees in 12 sites located in Italy, Switzerland, France and Portugal as well as sales offices in New York, Paris and Shanghai.
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