Customer Service Director

hace 4 semanas


Barcelona, Barcelona, España Affinity Petcare Sa A tiempo completo
Job Title: Customer Service Manager

We are seeking a highly skilled Customer Service Manager to lead our team in Spain, Italy, and France. As a key member of our organization, you will be responsible for overseeing daily Order to Cash operations, managing a team of 30 people, and reporting to our Global Customer Service Manager.

Key Responsibilities:
  • Oversee all aspects of the B2B customer service experience, from order entry to product delivery, ensuring timely and accurate deliveries, problem-solving, process adherence, and continuous improvement activities to meet customer service quality and satisfaction targets.
  • Define, monitor, and ensure the achievement of sales targets for the Internal Tele-sales team across all markets.
  • Promote and ensure the digitization of customer relationships through the B2B online portal.
  • Transform the Call Center role from a recurring order-taking function to proactive sales, focusing on upselling and cross-selling opportunities.
  • Develop, train, and support coordinators and team members to ensure autonomy in daily operations and incident resolution.
  • Identify training needs to ensure maximum business knowledge and product benefits.
Requirements:
  • 5-7 years of experience in Customer Service with telesales (Call Center).
  • Experience with Salesforce and/or SAP SD.
  • Advanced Microsoft Office skills, particularly Excel.
What We Offer:

A dynamic and challenging work environment, opportunities for professional growth and development, and a competitive compensation package.



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