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Customer Service Manager (m/f)

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As one of the major European players in adhesive solutions for windows, walls and furniture, Solar Screen is proudly deserving an international network of more than 3 000 professional installers since more than 30 years. Solar Screen has elevated excellent service, product expertise and innovation to its DNA to support a yearly double-digit growth over the last 6 years. To support our growth, we are hiring a dynamic and entrepreneurial Customer Service Manager In this newly created role, you’re moving the “Customer Service” function to the next level. You drive our customer experience to its summum. You build a strong team spirit and improve our processes to increase standardization/continuity and time spend by the team on value-added activities. Responsabilités Team & process leader You build and drive the new “Customer Service” team, bringing together 12 Customer Service roles currently spread across the organization. You are responsible for the following operations, and report regularly on their related KPIs: Single point of contact for the customers Estimates management Order-to-Cash Case/Complaints management Customer Training Organization Customer LMS Training Pricing and customer master data maintenance You bring the Solar Screen Spirit alive within your team You report to the COO and are part of the management team ‘Perfection’ of our customer experience Your main objective is to offer excellent – and always improved – customer experience. Every day, in every case. You are one of the main ambassadors of our DNA that is making Solar Screen successful on the Market. You act as the winning link between Sales and Operations Continuous improvement You focus on improving our processes to Standardize customer service processes across the organization Ensure continuity (back-ups, … ) Improve efficiency to free-up more time for value added tasks within the team You lead and/or participate to projects around customer experience enhancement, e-penetration, process automation, customer visibility, master data accuracy, … Compétences requises You hold a Bachelor or Master degree (or equivalent experience) You have an experience in (B2B) customer service management You are a natural leader who can manage her/his team within a flat organization Your understanding of ERP and digital capabilities is a strong asset You are fluent in French and English, any other language being an asset You are passioned by customers, you think digital, and care about people You are an analytical person and like to think end-to-end You rather find solutions than highlight problems You are hands-on and polyvalent – a key quality within a small-scale / high growth company You are ambitious and willing to evolve with the company You only have some of the above skills but are definitely a nice person willing to acquire the missing ones. Nous offrons Strong brands, among the European leaders in its field A young, multi-cult and truly dynamic team Flat organization with room for initiative Personal development opportunities Brand new comfortable offices A competitive salary…

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