Customer Service Manager CEE/Russia in Bratislava

at Spin Master Careers

Date Posted: 6/1/2018

Job Snapshot

Job Description

The Customer Service Manager is responsible for leading and supporting the team of Customer Service Administrators ensuring on time order processing and shipping of all order pertaining to assigned accounts or markets and according to their priorities.

Reporting to the Senior Manager Customer Service

Specific Responsibilities:

  • Manage a team of customer service administrators handling a range of service for customers and for various types of business (DOM)
  • Manage team resources according to current needs and workload with focus on leveraging available resources.
  • Customer Service areas include order fulfillment, customer service, relationship management, problem resolution, KPI metric review
  • Managing order issues such as pricing, shipment, freight, units, proof of delivery (non-exhaustive list) and claims.
  • Identify discrepancies between forecasted orders, stock and actual orders, setting up priorities based on business needs.
  • Determining stock availability and allocation of inventory
  • Analyze issue root causes and propose solutions.
  • Document internal procedures and customers procedures
  • Set up regular business meeting to review and discuss KPI such as revenue achievement, stock allocation, on-time delivery, sales order reconciliation, program/promotional events, price variance review
  • Identify, mitigate, and communicate customer’s program risks and issues
  • Driving continuous improvement project to streamline processes internally and with customer.
  • Ensuring order fulfilment is being executed cost efficient way and in line with budgeted spends.
  • Support company strategies for growth or expansion into new regions/markets.
  • Maintain and expand relationships with existing customer to drive business growth
  • Collaborate effectively with other departments to resolve problem/hurdle for the customer
  • Conduct customer service training and coach staff.

 

Job Requirements

Required Skill Set:

  • Good leadership skills to carry team members.
  • Communication skills relating with both team members and customers.
  • Good interpersonal skills to keep harmonious relationship with team members.
  • Ability to multitask.
  • Have good temperate to handle emergencies.
  • Intermediate level computer skills including Excel, Email, Word, SAP.
  • Fluent English, other CEE or Russian language as additional benefit
  • Excellent attention to detail and strong follow up skills.
  • Demonstrate willingness for change and improvement.
  • Positive attitude towards customers and colleagues.

Required Qualifications & Experience:

  • University degree preferred
  • 3 years of Logistics and/or CSA with management work experience.
  • Has worked on a business with across Europe, demonstrates an understanding of differences between countries and cultures.

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