Interim Customer Support Manager
Vor 3 Tagen
As a seasoned professional in customer service, you will lead and develop the Customer Support team to provide exceptional service levels to our clients. Your expertise will ensure the efficient execution of day-to-day operations, from order to invoice cycle, after-sales, and customer inquiries to troubleshooting. You will be responsible for clear priorities, follow-up on defined KPIs, and monitor process performance to secure corrective actions if necessary.
Key Responsibilities
- Lead and develop the Customer Support team to provide excellent service levels to our clients.
- Ensure clear priorities and follow-up on defined KPIs to monitor process performance and secure corrective actions if necessary.
- Implement regional harmonization and digitalization initiatives.
- Manage change processes related to new processes/tools implementation and ensure positive customer and employee experience.
- Communicate regularly with other departments (marketing, sales, supply chain, accounting, etc.).
- Realize annual efficiency gains by developing and ensuring process improvements as requested by the Region.
- Analyze customer complaints, concerns, and product returns to identify root and recurring causes.
- Plan and organize training for Customer Support personnel to improve customer service skills.
- Ensure compliance with KPIs and other service level agreements to reach and maintain high customer satisfaction.
- Participate in international projects.
Requirements
- 5+ years of experience in customer service environment.
- 5+ years of experience in organizational change management.
- 3-5 years of experience in structured thinking and process standardization.
- 3-5 years of experience in SAP SD, CRM, and MS Office.
- Problem-solving mindset and hands-on mentality.
- 3-6 years of experience in order-to-cash processes.
- English business fluent.
About the Company
Michael Page - Germany is a leading recruitment agency providing top talent to businesses across various industries. We are committed to delivering exceptional service and supporting our clients in finding the best candidates for their needs.
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