Customer Service Supervisor with French
Envista
- Praha
- Trvalý pracovní poměr
- Plný úvazek
- To build, lead, coach and supervise a team of 7 – 15 team members.
- To secure and follow up on high standard of Customer Experience (phone calls coverage, backups, professional customer approach)
- Implement and identify improvement areas of all European processes and procedures linked to Customer Service, in line with the Head of Customer Care
- To distribute and organize the daily workload, take charge of escalations.
- To build excellent relationship with stakeholders (sales, cash collection, finance, warehouse colleagues).
- To participate on stakeholders’ meetings, to represent the CS organization, to collect and action on Customer Experience feedback
- Lead and provide Customer Care associates all necessary information, to organize training, to provide work instructions and tools to cover their roles.
- Ensure smooth team operations and effective collaboration.
- To identify TOP 20 customers, to monitor and follow up on their customer satisfaction and implement countermeasures when necessary.
- Make sure a correct Customer Master Data & Customer Discount maintenance in ERP is in place
- Ensure a correct order handling: Quotations, Orders, Deliveries and Invoices
- Supervise backorders to customers and implement corrective actions when necessary
- Assure fulfilment of the local Terms and Conditions of Sales: Returns, Discounts, Freight charges and Warranties & Complaints.
- Guarantee the customer experience cycle in all service incidents with sense of urgency, strengthening customer loyalty.
- To assure fulfilment of the local legal requirements practice
- To highlight with urgency any potential issues with provider or partner having impact on customer experience (for example: courier services, system issues, etc.)
- Promote campaigns and offers agreed with the Head of Customer Care and Commercial colleagues.
- Secure appropriate team training.
- Hold regular one to one meeting with each member of the team to provide performance feedback and coaching. Performance for review
- To run regular team meetings, Daily Management follow ups with the team.
- Strong leadership skills and team playing
- Stress resistance, strong structure and goal orientation
- Solid customer focus and service orientation skills
- Proven successful experience of building and developing teams
- Passion for getting results and continuous improvement skills
- Ability to build strategic work relationships and negotiate with internal and external customers
- Able to communicate effectively, provide constructive feedback, mentorship and coaching
- Advanced or proficiency English Level, plus native/ C2 level of French
- Expert knowledge in SAP ERP systems, focus in the sales module
- Valuable knowledge as User in CRM systems