Customer Care Manager
hace 6 días
Are you passionate about customer satisfaction?
Do you believe that customer loyalty depends on great customer service?
Then become our next Customer Care Manager for Spain & Portugal (Iberia)
Position based in Mataró.
Area of responsibilities:
- Management
Lead, direct, evaluate and develop the Customer Care Team Iberia to ensure that the customer care activities.
Coach and develop the team members.
Ensure development and succession plans are in place and that Customer Care is represented at Senior Management Level.
Regulary engage and align with local and regional stakeholders from other functions
- Strategy & Operational Excellence
Work closely together with the regional team to interpret global strategy into local actions and initiatives.
Identify key priorities for improvement in the region using key KPI's and alignment with key business stakeholders.
Ensure adherence to and development of global processes around key tools such as SFDC, SMAX, TALKDESK & SAP.
Collaborate with key stakeholders and the wider leadership team to continuously improve processes and systems.
- Commercial Partner & Order Management
Management of incoming Sales & Service enquiries & orders leveraging data in ERP (SAP/LN), CRM (SFDC) and Online tools (E-Comm).
Follow-up within the Order to Cash process proactively informing customers of deviations from agreed SLA's.
Develop knowledge of key customers, building meaningful relationships and driving trust in key competencies
- Ensure outstanding service level
Pursue and drive opportunities for improvement which will drive efficiency, support growth and provide and outstanding level of customer care.
Manage the performance of the outsource partner to ensure high level of efficiency, process improvement and customer engagement.
Competencies
Problem solving
Leading others
Acting reliably and ethicaly
Meeting customers' needs
Communicating with impact
Written and verbal fluency in 'local language' and English (ideally level B1)
Familiar with MS Office (preferably Excel)
Working knowledge of ERP system (preferably SAP) & SFDC/SMAX
Experience in managemeing a team and drive engagement
Analytical skills
Business process improvement skills
Let's create a cleaner future together
La limpieza está cambiando. Hoy en día, la limpieza es un factor clave para la salud y la seguridad, y una nueva limpieza es emergente, impulsada por la tecnología y la innovación. En Nilfisk somos una fuerza impulsora en este desarrollo, y trabajamos como un equipo con un objetivo en común, apoyándonos mutuamente en una emocionante y dinámica organización. Ser parte de Nilfisk significa tener la libertad de decir lo que piensa y hacer lo que mejor sabes hacer.
Prosperarás si tienes un enfoque práctico y el impulso para dar vida a tus grandes ideas. En Nilfisk puedes liderar, innovar y colaborar para un futuro más limpio. ¿Estás listo para hacer un cambio?
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