Customer Service Manager

Position Job Title: Customer Service Manager (Zell & Lenhausen)

BG and BU: RPSI - Health, Beauty and Wellness (RPSI_HBW)

Function: Operations

Sub-function: Customer Service

Location: RPSI - Zell & Lenhausen – hybrid role

Line Manager’s Job Title: Regional Customer Service Manager

Contract Type:  Permanent

Job Purpose

Lead the Customer Service Representatives (CSRs) in support of a customer-centric organization. Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, and providing innovative service solutions.

The Customer Service Manager will also convey the Supply Chain strategy towards customers & sales. He/She will understand Sales and Supply Chain strategy to offer proper support to business development/market/growth actions.

Principal Accountabilities

Main Responsibilities

• Improve customer service experience and facilitate organic growth
• Take ownership of customers issues and follow problems through to resolution
• Participation in the development, implementation and launch of market and product strategies, including ensuring profitability and negotiating intercompany prices
• Providing disciplinary and functional leadership and professional development for the Customer Service teams in Zell and Lenhausen
• Supporting Sales Managers and Key Account Managers, e.g., with cost calculations for new projects and existing products
• Actively overseeing key new customer projects (from conception and development to market launch) and monitoring progress—both internally and externally—to ensure deadlines are met through collaboration with technical departments
• Ensuring compliance with legal requirements, including German Customs laws
• Assisting in the preparation of the annual sales budget
• Preparing monthly forecasts based on invoiced items and the order book
• Creating and updating sales bridge analyses
• Preparing cost calculations to serve as the basis for long-term supplier declarations

• Build customer loyalty by proactively managing the Customer’s experience, taking ownership of customer expectations, providing innovative service solutions, and maintaining an “ease of doing business” environment.
• Work in collaboration with other functions on escalated issues relating to customer orders, graphics issues, ship dates, quality concerns etc.
• Review internal/external complaints and identify trends, ensure corrective actions are appropriately communicated internally and externally.
• Build organizational capability through recruitment, development, and retention of top talent.  Key activities include robust performance reviews, clear annual objectives, creating a culture of accountability and a focus on excellence.
• Drive Customer Satisfaction and Customer Centric mindset in the organization.
• Actively engage with stakeholders from other functions (mainly Sales, Operations, SC) to share strategies and manage interfaces. As far as Sales is concerned, constantly connect with Sales leadership to have consistent Supply Chain strategies and actions with market needs and business priorities.

Qualifications/Requirements

1. Formal Qualifications and Experience

• At least 7 years’ experience in Customer Service/Supply Chain in a complex Matrix organization
• Languages: Very good level of English & German
• People Management
• Fully operational knowledge of CS, SC and additionally logistics/warehouse processes
• Experience with technical products that require explanation
• Uncompromising Customer Service mindset
• Distinctive analytical power combined with practical creativity for identification of improvement potentials
• Working knowledge of customer service software, databases and tools like Power BI
• BS degree in Business Administration or related field preferred

2.  Specific Skills and Abilities

• Excellent analytical, problem solving and organizational skills
• Ability to think strategically and to lead one team on site and one team remotely
• Solid organizational skills including attention to detail and multi-tasking
• Ability to work independently and handle multiple projects
• Ability to influence, motivate and mobilize stakeholders and peers