Код вакансии: 05.2880
Вакансия: Customer Service Manager
Место работы: Москва
Требования:
Our Client is an international Company, the undisputed leader in production and sales of food products. Company’s products are available in 150 countries. Its range of production includes over 200 items.
Main Responsibilities:
* Customer Service package policy definition and implementation – at national and regional levels
* Service quality criteria - Quantitative and qualitative service level, customer satisfaction level, On-Shelf-Availability – implemented and delivered
* Customer unique interface for all the «order to cash» processes:
o order follow up;
o complaints handling;
o In the future - extension towards accounts receivables and credit management;
* Design / implementation best-in-class tools for Order Processing and Delivering goods and services sold to customers,
* Implementation of policies in case of shortage, obsolescence.
* Quality and consistency of all customer related datas in IS.
* Anticipation of customer future needs, Active part in Customer partnerships.
* Presence / leadership in internal transversal projects,
* Represent the company in ECR Commitee
* Management and development of customer service resources / team. Key Challenges The department consists of more than 50 people (located centrally and regionally) and currently runs well customer and claim management processes.
Three major challenges:
* Upgrade customer focused service strategy for Supply Chain – with focus on overall efficiency increase
* Achieve and maintain internal effectiveness targets
* Implementation of best practices / tools related to Front Office activities Regarding all those challenges, it will be dependant on the 3 major types of customers :
o With direct customers, as the company is reviewing its distribution strategy, the CSM is expected to structure new Customer service packages for the company’s 24 000 Customers.
o With Modern Trade, as the company wants to maintain category leadership, Key collaborative projects have to be launched (EDI, OSA, VMI,….)
o With Distributors: Increased competition in this area means that customer service has to focus the whole organization to support distributor with better service and more efficient processes.
Requirements:
* Languages - A good command of written and oral English Education - University Degree as minimum
Managerial& functional competencies:
* Excellent cross functional communication skills towards other departments (sales, finance, logistics mainly)
* Overall business understanding and business acumen
* Proven People Management skills
* Change Agent capabilities
* Rigor
* Customer orientation mindset
* Finance, Logistics operations knowledge, understanding of risk management basics
Заработная плата: от 140000 до 160000 рублей
