Ensure existing and new customers are excited about our products & services, with focus on flawless customer services deliveries and continuous improvements.
Primary Duties
• Personally tours operations and talks face to face with their staff about safety performance and concerns. Provides prompt, honest feedback on safety concerns raised by the workforce, and implements viable corrective actions. SKNA employees regardless of level, position or tenure are responsible for upholding the safety standards regulations and policies.
• Ensure that his/her Team has the knowledge and skills, encourage their development and flexibility, co-ordinate their work and provide guidance and support whenever necessary
• Carry out periodic reviews on what works and doesn't work within the function & process and define solutions
• Keep track on problems that affect the service, efficiency, and productivity of the CSRs are addressed by the supervisors
• Review, on a regular basis, the processes in the Customer Service function with other members of the Management Team to ensure that the function is delivering what is required and expected
• Oversees that cross training takes place among the team, to allow interchange of CSRs among customers
• Ensure contingency plans are in place for all Top Customers and are trialed & tested
• Strive for best in class Customer Service function within the Industry / Set the Industry Standard, adapting new ideas, concepts from other CSR functions in other industries
• Keep up to date on new development and foster learning & development among the team
• Ensure that the entire team work towards common goals and objectives
• Responsible for streamlining processes and procedures among different locations (Cost Take Outs, Staffing Needs & Headcounts); Drive planning, formulating and developing customer service policies and procedures to better serve customers and comply with Company standards
• Manage Customer Service Supervisors to implement defined strategies and uphold processes and procedures according to Company policies
• Ensure that Estimation/Quoting Manager incl. team adhere to margin management according to company policies
• Define KPIs for the Customer Service Supervisors (which are cascaded down to the individual team members) and ensure timely follow up and delivery with monthly reports to Regional Sales Director & General Manager
• Advise, in the first instance, the Regional Sales Director at the earliest opportunity of any concerns he/she may have regarding the Performance of the department and/or its processes
• Actively participate in targeting new prospects by supporting the sales function with all necessary data analysis, scenario planning, etc.
• Actively work with Sales Team to improve customer satisfaction with the services the Customer Service Team is delivering
• Identification of key customer stake holders and project team members
• Support the Regional Sales Director on monitoring Accounts Receivables in order to prevent financial risks to the company
• Support Regional Sales Director and his team on key customer bids
• Implement strategic plans to improve company's revenue and margins in conjunction with the Regional Sales Director
• Promotes, maintains, and inspires a positive work environment of trust, respect, and support for all internal/external customers, and staff by adhering Company policies & standards
• Develops and reinforces a culture focused on enhancing the customer experience
• Maintain and/or foster effective customer communications in a resourceful and professional manner
• Assist Regional Sales Director in formulating its business strategies, plans and budgets and in monitoring its (subsequent) performance so as to ensure that the plant goals are achieved
• May be assigned to other projects and duties
Job Qualifications
• Proficient in English
• Bilingual in Spanish (preferable)
• Bachelor's degree (mathematics, business, finance)
• 5 + years' experience in customer service management
• Strong financial knowledge and expertise
• Excellent interpersonal & communication skills (verbal and written), dealing with individuals at all levels; comfortable to represent the company in the best possible light, using various means of communication (presentations, customer briefs etc.)
• High energy, with the ability to work in fast-paced environment
• Proven leadership skills and ability to motivate & develop both senior and junior level staff
• Proficient in Microsoft Office (advanced excel), Microsoft Dynamics AX (preferred)
• Self-motivated and committed individual, strong work ethic
• Excellent analytical skills, methodical approach and commercial acumen
Candidates are required to undergo a drug screening after receiving a conditional job offer, but before starting employment.