Manager Customer Service in Cluj-Napoca, Județul Cluj

Job Description: Manager Customer Service

The Manager Customer Service will provide excellent customer service and promote this culture throughout the organization. The goal is to bring the department to the next level of maturity, deliver timely, quality, and value-add customer experiences, and increase customer satisfaction, loyalty, and retention.

In this role, you will:

  • Understand customers' problems and improve customer service experience, create engaged customers & employees, and facilitate organic growth
  • Enhance Customer Value Segmentation, customer loyalty program, culture, and change management
  • Conduct overall market evaluation together with Sales Department: segment exploration, opportunity identification, market potential
  • Be responsible for implementing improvements mapped in the Customer Journey project
  • Develop sustainable service procedures, policies, and standards
  • Organize and distribute tasks, manage resources, and work to achieve metrics
  • Monitor Performance Indicators related to customer satisfaction on daily business relationship such as response time, delivery performance, claims
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Actively promote the Climate Technologies Vision and set a clear mission
  • Deploy strategies focused towards that mission
  • Build a strong connection with Operations and Sales organization to drive improved customer satisfaction
  • Contribute actively to create a common culture by promoting cohesion among all functional teams present in Cluj
  • Team Performance Management: Responsible for the Performance evaluations and Goal setting process for the team in agreement with Climate Technologies growth objectives and department's yearly objectives
  • Recruit, mentor, and develop customer service agents and nurture an environment and culture where they can excel through encouragement and empowerment
  • Participate in the Annual salary reviews and promotions for the team members

For this role, you will need:

  • Bachelor's Degree in Business, Supply Chain, Economics, or related field
  • 8+ years' relevant experience in Customer Service/Supply chain or related field
  • 5+ years' experience in managing teams
  • Ability to think strategically and to lead
  • Strong client-facing communication skills and customer-focused attitude
  • Advanced troubleshooting and multi-tasking skills
  • Advanced skills both written and oral in English and a second European Language (Italian/French/Spanish would be a plus)
  • MRP or ERP experience
  • Analyzing, planning, and organizational experience
  • Problem-solving and decision-making skills
  • Self-motivated with good project and resource management skills

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