Customer Experience Manager

hace 1 semana

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
- 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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