Customer Service Manager (M/F)
About the company
The Customer Service Manager manages the Customers Service Support team of Petzl Distribution - Sales Administration, Scheduling, After-Sales Service, Key Users, consisting of 30 employees - who is responsible for managing customer orders, deliveries, invoicing, payments and collections, scheduling management, the group's after-sales service management, price monitoring, project management, and continuous improvement of processes related to the customer cycle. They provide cross-functional leadership across the global scope for the Customers Service Support of the group's 12 subsidiaries and agencies.
Your tasks
TEAM MANAGEMENT (Sales Administration, Scheduling, After-Sales Service, Key Users)
- Identify, distribute, coordinate, and prioritize missions within the team, measure the workload/resource balance, and alert in case of inadequacy
- Identify useful training to consolidate and develop the skills of team members
- Conduct annual performance reviews
- Plan and validate team members' leave
- Determine service performance indicators, monitor, and improve them
- Monitor employee activity and provide corrective guidance if necessary
- Relay and explain information from Management
- Explain the development strategy and provide purpose/meaning
- Propose resources and budgets related to your team
CUSTOMER ORDER MANAGEMENT
- Lead the management of the customer order portfolio for Europe and Grand Export (12 employees): registration, positioning of orders within the framework of the service offer (price, lead time, credit limit, incoterm) or contracts, monitoring deliveries, invoicing, monitoring payments and collections
- Supervise all customs documents as well as the relationship with the carrier
- Manage customer complaints: product returns and disputes
- In case of stockouts, indicate customer priorities in connection with the sales teams
- Represent customer needs in meetings (production plan) and decide on production priorities in cases of product shortages
- Perform daily scheduling of customer orders with the objective of defined service quality and cost optimization
- Propose and monitor B2B online evolutions in line with customer needs
- Lead the activities and responsibilities of the 4 Customer Service Key-users of the team so that ERP standards are maintained, documented, disseminated, and that evolutions are controlled
- Initiate and lead projects for the improvement and optimization of Customer Service processes
- Continuously analyze and improve the customer experience to build customer loyalty
- Monitor, analyze, and measure customer service performance
AFTER-SALES SERVICE MANAGEMENT
- Lead the France After-Sales team and Corporate After-Sales (8 employees)
- Lead the processing of France After-Sales requests (warranties, non-conformities, spare parts)
- Lead responses to technical customer questions
- Measure the technical quality of products in collaboration with internal teams to inform product evolutions
- Lead global After-Sales by providing support to subsidiaries/agents
- Initiate and lead projects for the improvement and optimization of the After-Sales process
PRICE MANAGEMENT
- Guarantee the application of the Petzl Group pricing policy through the reliability and integrity of data in the information systems.
Requirements
Profile Description With a Master's degree level (type Master in international business, Business School, IAE), you have at least 10 years of similar experience in an international position, with direct and matrix management of significant multicultural teams, which will allow you to be quickly autonomous.
Your English must be fluent (C1) You have solid foundations in economic management (budget or turnover construction, forecasting, steering, achievement) You master information systems (CRM, Power BI, SAP) as well as continuous improvement tools (Lean) Very structured, organized, and solution-oriented, you are recognized for your commitment, integrity, humility, listening skills, and adaptability.
What we offer
The fixed remuneration, starting from €75K, is negotiable based on your experience.
Other significant benefits are added
- Meal voucher bonus
- Profit-sharing and participation.
How to apply
Do you recognize yourself in this description? We invite you to apply:
Other
Executive status (Cadre) on a daily rate basis, 16 RTT per year. 1 day of teleworking per week.