Customer Service & Pricing Manager Zip Division
Your Responsibilities :
Set team priorities and workflows to meet agreed levels of service and customer satisfaction.
Guarantee hands-on support in daily customer care activities by managing directly high-priority and escalated cases and relationships with top customers.
Work closely with the logistics and product teams to correctly prioritize orders and ensure smooth and timely product deliveries.
Work closely with IT team to ensure customer care tools are set to support team’s efficiency.
Serve as ‘Voice of the Customer’ across the company and ensure processes are constantly reviewed to meet customers’ expectations.
Keep all training materials updated and manage onboarding training of all new team members.
Measure team performance through relevant metrics and set-up forecasting capabilities to staff the team correctly.
Create procedures to improve CS processes resulting in higher internal and external customer satisfaction.
Along with the management team, design the medium and long term service strategy.
Directly coach, sustain, supervise monitor and provide feedback to the team.
Troubleshoot and resolve billing technical issues and customer complaints.
Support the Sales Teams in the preparation of commercial offers by evaluating margin impact according to company pricing strategy.
Manage and supervise pricing analysis to support activities inclusive of new price generation, general margins improvement, discrepancy resolution, etc.
Your Profile :
Proven working experience as Customer Service Manager (people management)
Experience in providing customer service support
Proficiency in English and French
Good computer skills in SAP (SD) and MS Office products (strong Excel)
Bachelor’s degree in business administration or related field
Please apply with your complete CV including all relevant documents via our online application tool.
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