Job Details
Description
GENERAL PURPOSE
Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives. Guide, motivate subordinates to achieve superior service levels.
MAIN CHALLENGES AND RESPONSIBILITIES
-Ensure superior customer service to key customers assigned to me.-Take charge of bidding projects and respect the deadlines-Oversee the achievement and maintenance of agreed customer service levels and standards-Direct, plan and prioritize work tasks to ensure proper functioning of the customer service department-Ensure resolution and follow up of customer cases-Identify and implement strategies to improve quality of service, productivity and profitability-Coordinate and manage customer service projects and initiatives-Collaborate with management on different projects.-Represent customer service in various committees.
EDUCATION AND EXPERIENCE
- Relevant bachelor's degree
- Minimum 5 years customer service experience
- Minimum 3 years supervisory experience
- Indepth knowledge of customer service principles and practices
- Proficiency in CRM systems
- Proficiency in MS Office applications
- Ability to work in manufacturing milieu / technical products
- KEY COMPETENCIES
- Demonstrated leadership skills
- Autonomy
- Perfectly bilingual: Communication skills, written and oral to be at high level in both French and English
- Customer service focus
- Planning and organizing
- Problem analysis and problem-solving
- Flexibility
- Stress tolerance
