CUSTOMER SERVICE MANAGER
Salary undisclosed
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Summary Of Role
As Customer Service Manager (CSM), your primary responsibility is to oversee and optimize processes for Trelleborg Sealing Solutions customer accounts. This role involves leading a team of customer service representatives, addressing escalated inquiries, managing customer orders, resolving complaints, and devising strategies to enhance customer satisfaction and loyalty. The CSM collaborates closely with Operations, Sales, Finance, and Supply Chain Management (SCM) teams to streamline workflows and ensure that customer needs are efficiently met. Key responsibilities include monitoring performance metrics to achieve monthly sales targets as forecasted by management and assisting the General Manager in preparing weekly reports or any required KPIs. Strong leadership, strategic thinking, continuous improvement, and a focus on customer satisfaction are essential for success in this role.
Tasks & Responsibilities
As Customer Service Manager (CSM), your primary responsibility is to oversee and optimize processes for Trelleborg Sealing Solutions customer accounts. This role involves leading a team of customer service representatives, addressing escalated inquiries, managing customer orders, resolving complaints, and devising strategies to enhance customer satisfaction and loyalty. The CSM collaborates closely with Operations, Sales, Finance, and Supply Chain Management (SCM) teams to streamline workflows and ensure that customer needs are efficiently met. Key responsibilities include monitoring performance metrics to achieve monthly sales targets as forecasted by management and assisting the General Manager in preparing weekly reports or any required KPIs. Strong leadership, strategic thinking, continuous improvement, and a focus on customer satisfaction are essential for success in this role.
Tasks & Responsibilities
- Lead, train, and motivate the customer service department to ensure a high-performing team.
- Process customer orders and manage demand against supplier deliveries to meet and exceed On-Time Delivery (OTD) targets.
- Collaborate with internal teams and external customers to proactively resolve issues related to customer blanket orders and pricing, minimizing risks to the organization.
- Evaluate customer forecast and monitor customer inventory management planning.
- Collaborate with sales, finance, and supply chain management (SCM) teams to streamline processes and enhance operational efficiency.
- Identify areas for improvement, provide proactive communication, analysis, and problem solving to team members.
- Develop and maintain standard operating procedures and best practices.
- Ensure timely and accurate resolution of customer issues to enhance the overall customer experience.
- Work closely with SCM, factory or the APAC Customer Service team to address customer needs and resolve issues effectively.
- Coordinate with the sales team to align customer service strategies with sales objectives.
- Collaborate with finance to resolve customer billing inquiries or discrepancies.
- Ensure that customer service practices comply with company policies and industry regulations.
- Address any compliance issues and implement corrective actions as needed.
- Diploma / Degree preferred.
- Minimum 5 years of customer service team management experience.
- Progressive experience in customer service management, including a leadership role.
- Proven ability to lead and transform multi-national organization, build motivated and sustain a positive work culture.
- Proficient with ERP systems (BC, JDE, Oracle, C4C, SAP & BI) will be an advantage
- Must have intermediate to advanced skills with Microsoft Office, specifically Word and Excel.
- Good decision-making and strategic planning abilities.
- Independent, works with right sense of urgency, high level of commitment, drive & resourcefulness.
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