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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