Customer Experience Manager

hace 2 semanas

Barcelona, España GC Aesthetics Limited A tiempo completo

Key Responsibilities

  • Manage Customer Services, logistics/warehouse & pricing, tender and corporate account admin
  • Maintain a full understanding of the companys quality standards and expected standard of service
  • Continually strive for Customer Service Excellence, ensuring the customer experience is optimised
  • Participate and support business in audits and supplier quality reviews
  • Overall responsibility for the full order entry to cash process
  • Ensure customer enquiries are responded to in a timely manner
  • Ensure all customer order delivery dates are achieved on time and in full
  • Manage customer complaints and warranty claims within agreed timeframes
  • Overall responsibility for organising and managing couriers for all outgoing deliveries and incoming returns from S/R and Consignment
  • Management of sale or return process, striving to reduce % of product returned outside of terms
  • Co-ordination of consignment stocks management, reconciliation and associated processes
  • Ensure accurate stock records for finished product stock held for direct market
  • Develop and build relationships with customers
  • First point of contact for Sales team support & provide reports on customer operations KPIs
  • Monitor and highlight demand changes and provide input into planning cycle
  • Tender Process Management
  • Build a bank of standard tender responses, striving to improve response scores for every tender
  • Ensure internal compliance with SPS initiatives i.e. Evergreen, Modern slavery, carbon reduction
  • Ensure processes and responses are managed to achieve SPS timescales
  • Own tenders email inbox and manage multiple SPS portals
  • Pricing Management manage the process to ensure timely and effective price increases
  • Own the pricing tracker
  • Being the custodian of start and end dates for customer pricing
  • Other Projects i.e. AX Fields pricing project finalise and manage
  • To undertake any other reasonable duties as directed

Qualifications / Experience

  • 5 years experience in a Customer Services environment, preferably in a life sciences sector.
  • Experience of day-to-day organisation of couriers for next day delivery purposes
  • 3-5 years experience of supervisory, including team and individual performance management
  • Good business understanding
  • Strong team player
  • Ability to work well under time pressure and balance multiple business priorities
  • Strong attention to detail along with organisational follow-through skills
  • Computer literate with experience in using Microsoft Office suite (Word, Excel PowerPoint)
  • Experience in working with ERP systems with a working knowledge of Microsoft AX Dynamics desirable
  • Knowledge and experience in utilising problem-solving techniques
  • Excellent written and verbal communication and presentation skills
  • Positive, Can-do attitude
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