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Customer Service Manager - Production and Logistics

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Last Updated Date: Jul 11, 2019

Location: CZ

Company: Doosan Corp

Job Information

Position Type:Exempt

Company: Doosan

Location(s): CZ Dobris

Business Unit: COMPACT

Grade: G3

Position role

The overall responsibility is to provide the highest level of customer service excellence to customers by managing all aspects from order entry to fulfilment within the value chain.

Key objective for this role is improve the customer journey by ensuring that the needs of all customers are met with high quality, timely and in a professional manner. The Customer Service Manager is expected to identify, lead and drive process improvements to increase overall customer satisfaction and operational excellence. Transforming the customer service department into a proactive organization in constant search of improvements.

 

Responsibility

Team management

  • Overall responsibility for Customer Service team serving customers throughout the EMEA region ( Lead a team od Customer Service Specialists )
  • Ensure that processes and procedures are understood and applied within the Customer Service Team
  • Establish and promote the appropriate culture and behaviors for constant improvement of customer satisfaction & operational excellence within the team
  • Handle and resolve escalated customer queries, problems and complaints

Continuous improvement

  • Strive for continuous improvement to the customer experience & operational excellence
  • Monitor demand and performance of new customer service technologies (voice, email, web), adjust application and integrate appropriately to increase operational excellen
  • Liaise with internal teams (Supply chain, Shipping ,Customs, Sales & Marketing and Product Line) to promote order fulfilment and customer satisfaction
  • Chair regular review meetings with Stakeholders in the various commercial processes and update action plans to provide visibility on progress

KNOWLEDGE / EDUCATION / EXPERIENCE

 

  • Previous team lead experience in a similar role (  5 + years management experience)

  • Experience with production and logistics required

  • Experience in transformation projects

  • Cross border sales administration experience

  • Good technical skills (ERP & Microsoft office – excel )

  •       Business Administration - Bachelors Degree

  •       Very good English ( other language is a plus )

Other requirements

This position requires an in-depth knowledge of customer service management to enable transformation of current Customer Service practices. 

Ability to lead a full transformation by setting up a new team with new processes in a changing organization.

Good relationship building skills with various sections of the wider company audience and key stakeholders (Sales, Product Line, Finance, Credit, Supply Chain, Shipping...)