Customer Care Manager

hace 4 días

Mataró, Barcelona, España Nilfisk A tiempo completo

Are you passionate about customer satisfaction? Do you believe that customer loyalty depends on great customer service?

Then become our next Back Office / Customer Care Manager Manager for Spain & Portugal (Iberia)

Position based in Mataró.

Area of responsibilities:

  • Management of a team of 12 customer care professionals
  • Lead, direct, evaluate, coach and develop the Customer Care Team Iberia
  • Regularly engage and align with local and regional stakeholders from other functions
  • 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 Iberia 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).
  • Develop knowledge of key customers, building meaningful relationships and driving trust in key competencies
  • Ensure outstanding service level
  • Pursue and drive opportunities for improvement
  • Manage the performance of the outsourced partner to ensure high level of efficiency, process improvement and customer satisfaction

Required competences

Problem solving

Leadership

Customer Centricity Mindset

Communication skills

Fluent  Spanish and English

Familiar with MS Office (preferably Excel)

ERP system / SAP & Salesforce - mandatory knowledge

Experience in managing a team and drive engagement

Analytical skills

Business process improvement skills

Creemos juntos un futuro más limpio

La limpieza ha surgido como un contribuyente clave a la salud y la seguridad, impulsada por la tecnología y la innovación. En Nilfisk, somos una fuerza impulsora en este desarrollo. Ser parte de Nilfisk significa pensar fuera de la caja, dar vida a tus ideas inspiradoras, compartir los resultados y aprender de tus fracasos. Creemos que la diversidad es nuestra mayor fortaleza, ya que logramos los mejores resultados a partir de una amplia variedad de puntos de vista y enfoques. En Nilfisk, tienes la libertad de ser tú mismo y expresar tus opiniones. Nilfisk está firmemente comprometido con el crecimiento y la sostenibilidad en todo lo que hacemos. Serás empoderado en tu rol mientras colaboras con colegas apasionados en una búsqueda para crear un futuro más limpio.

¿Estás listo para hacer un cambio hacia un futuro más limpio?

Abrazamos la diversidad y la igualdad con un entorno de inclusión. Alentamos a todos a postularse para el puesto, independientemente de su origen, raza, etnia, religión, capacidad física o mental, género, identidad o expresión de género, orientación sexual y edad.

Preguntas frecuentes para los solicitantes de empleo

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