A well-established global company specialising in Chemical and Food Manufacturing requires the above to lead and manage the primary Customer Services functions in accordance with corporate goals and strategies.
Minimum requirements for the role :
Tertiary 3-year qualification ideally within Business Management or related is preferred but not essential.
Previous experience working as a Customer Services Manager or related within a business to business environment is essential.
Being part of a leadership / senior management team previously is essential.
Ability to integrate and liaise at senior and executive level with both customers and senior management internationally is essential.
Excellent verbal and written communication skills in English is essential.
Strong client facing skills is essential.
Ability to manage time pressures and deadlines in a high-volume, time-sensitive environment is essential.
Ability to delegate responsibilities and projects as required is essential.
Previous experience having worked on an ERP system is essential. SAP or SYSPRO or related ERP systems experience would be advantageous.
The successful candidate will be responsible for :
Managing a direct team of several reports across several customer service centres.
Improving customer experience by ensuring high-level of engagement with customers to enable retention.
Taking ownership of customer issues / disputes and following problems through to resolution.
Utilising business knowledge to drive change and strategy to deliver optimal and best-practice Customer Services.
Enabling business growth by supporting additional sales to existing customers.
Continuously improving business processes to enable the most efficient way of functioning.
Overseeing the successful delivery of key operational service level agreements and metrics, across multiple sites.
Providing balanced and effective change management to a culturally diverse and widespread team.
Focusing on business process and practices to drive the company as industry thought leaders in Customer Services.
Ensuring adequate performance reporting to the Regional and Global teams.
Salary package, including benefits, are highly negotiable depending on experience gained.