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Customer Service Manager - Copenhagen - Denmark

Customer Service Manager - Copenhagen - Denmark

Jun 09,2017

The Customer Service Manager leads and develops the customer service team. This role ensures customer orders are managed, operational plans executed and excellent customer service care is provided focusing on KPIs.
 
Responsibilities


Focus on people development and consistently improve the capabilities of the customer service
Ensure that customer satisfaction is a key priority for the team
Liaise with customers and suppliers in order to optimize customer satisfaction and to maximize efficiency. This by managing complaint resolution and attending customer review meetings
Responsible for BPO of the Order To Cash (OTC) process. Attend meetings and contributes to the International BPO network
Analyze data to monitor performance and plan improvements and demand
Provide input to Supply Chain Quarterly Reviews and Management Team meetings
Deploy customer service procedures, policies and standards for the organization and continuously seeks opportunities for improving customer service
Work with the Cluster Supply Chain Director to build and implement annual plans for the department in line with Retail and DEP AOPs and the UK Supply Chain overall objectives
Develop customer service procedures and standards for customer service support to the Professional and Retail MSUs
Evaluate external customer satisfaction, define and implement improvement activities based on these results
External Customer Satisfaction within target (formal evaluation based on questionnaire or external agency


 Your professional background


Min. 3 years of relevant experience in supply chain and or customer service
People management experience and someone who takes the lead
Knowledge of and experience in order to Cash processes
High level ERP skills and experience working with ERP systems in a Customer services environment (preferably SAP and/or System 21)
Understanding of EDI systems
Good data analysis and reporting skills
High level customer focus and excellent customer service skills

For further details, Please contact Click Here

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