Customer Service Manager
hace 4 semanas
About the Role
We are seeking a highly skilled Customer Service Manager to oversee daily Order to Cash operations for our Specialty Direct Distribution area in Spain, Italy, and France. This position will involve supervising 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.
Key Responsibilities
• Oversee daily Order to Cash operations, 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.
• Manage and monitor key KPIs for Customer Service and Order to Cash: calls, incident resolution times, orders, billing, collections, returns, shortages, credits, customer satisfaction, etc.
Requirements
• Degree in Business Administration or a similar field.
• 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
At Affinity Petcare Sa, we offer a dynamic and challenging work environment, with opportunities for professional growth and development. If you are a motivated and results-driven individual with a passion for customer service, we encourage you to apply for this exciting opportunity.
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