Customer Care Team Manager

hace 1 mes

Paterna, España BD A tiempo completo

**Job Description Summary**:
Provide overall leadership and direction to the Customer Service organization with a continued focus on delivering a customer experience across all business verticals for both external and internal customers.

**Key Responsibilities**
- Participate in and represent Customer Service + Bids & Tenders on regional projects of medium complexity; coordinate department activities and plans; develop departmental procedures and principles (e.g., SOPs).
- Manage and/or lead a small team within the assigned function, including team budget responsibilities and managing outside contractors/vendors. Develop team members to enhance business acumen and functional skills.
- Handle complex and unusual orders and shipments in the system, including problem resolution with third-party logistics companies.
- Oversee internal/external audits for Customer Service and Bids and Tenders; cooperate with auditors; develop risk mitigation strategies.
- Frequently interact with customers and/or functional peer group managers, typically involving matters between cross-functional teams and the company; often lead cooperative efforts among project team members.
- Participate in and present at meetings with internal and external representatives.
- Resolve operational and scheduling issues.
- Being dedicated to quality client service, being proactive and responsive to client needs.
- Develop peer, cross-functional, and cross-business relationships to maximize best practice sharing and team effectiveness.
- Build relationships and leverage them to influence change.
- Support and solicit input from team members at all levels within the organization.

**Requirements**:

- Bachelor's Degree in in related field related experience in customer service Required
- Master's Degree or equivalent in in related field
- Experience working in a regulated industry
- Demonstrated track record in people management

**Additional Skills**
- Proven successful project management leadership skills
- Proven expertise in Microsoft Office Suite and related tools and systems
- Excellent problem-solving, organizational, analytical and critical thinking skills including high discretion/judgment in decision making
- Excellent written and verbal communication skills and interpersonal relationship skills including negotiating and relationship management skills with ability to drive achievement of objectives
- Expert understanding of customer service procedures while addressing issues with impact beyond own team based on knowledge of related disciplines
- Expert understanding of related aspects of customer service processes and/or systems
- Knowledge of financial mechanism that relates to customer service
- Demonstrated ability to manage assigned team and provide coaching and feedback, including responsibility for all employee actions including hire/fire authority and partnering with HR on all aspects of employee relations
- Ability to develop and integrate metrics into the projects and operations that clearly demonstrate the value of customer service to the business
- Strict attention to detail
- Ability to interact professionally with all organizational levels and proactively escalate issues to appropriate levels of management in the organization.
- Ability to work and excel within a fast paced, dynamic, and constantly changing work environment.

**Primary Work Location**: ESP Valencia - Paterna

**Additional Locations**:
**Work Shift**:

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