Sales Administration Manager

PURPOSE OF THE ROLE

The Animal Health division of our company is the world leader in Identification & Traceability solutions for Livestock Animals. The ID Customer Services Lead is a newly created role that will shape and define the future of Customer Services for our Livestock customers across the EURAM region.

Our company works with customers & stakeholders across the livestock food chain to provide identification and traceability solutions helping to underpin consumers’ confidence in the food they eat. The company employs a range of Go-to-Market models resulting in a wide-range of customer-types that includes national & regional government bodies, traceability schemes, integrated livestock producers, food retailers, distributors and farmers.

PRINCIPAL TASKS AND RESPONSIBILITIES
- Leading and managing the Customers Services & Sales Administration team (five persons plus one contractor) based in Vitré
- Accomplishes customer service human resource objectives by recruiting, selecting, training, and coaching employees
- Manages customer service staff, communicates job expectations, and performs appraisals and job reviews
- Meets customer service financial objectives by forecasting requirements, prepares annual budgets, and schedules expenditures
- Drive adoption of eCommerce & Digital order-processing in-line with objectives of Project Tetris (integration of ID business into our business systems ecosystem, i.e. Atlas SAP)
- Improves customer service quality results by conducting surveys and studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
- Implements production, productivity, quality, and customer-service standards
- Audits customer service procedures and trends and determines system improvements
- Determines customer service requirements by maintaining contact with customers and visiting operational environments
- Provides guidance and recommendations on ID related Customer Service activities across the EURAM region; informal leadership of this “community”
- Over-seeing management and execution of sales orders
- Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources
- Understanding the customer demand and definition of the Customer Demand Configuration (CDC)
- Liaison with relevant internal departments, e.g. planning, manufacturing, supply chain, transportation, R&D (where relevant)
- Communication with customers
- Fielding customers enquiries, e.g. making and provision of samples
- Recording and following up complaints

KEY STAKEHOLDERS
- Lead, Livestock ID Solutions
- ID Marketing team
- Key functions based at Vitré, e.g. Manufacturing, Supply Chain, R&D
- Regional Commercial ID Lead
- Country ID Leads
- ID Customer Service teams across EURAM, e.g. UK, Germany, Nordics

Leadership Behaviors
- Demonstrate Ethics & Integrity
- Drive Results
- Customer Centricity
- Make Rapid Disciplined Decisions
- Act with Courage & Candor
- Build Talent
- Foster Collaboration
- Influencing without hierarchical authority

Professional Competencies
- Business & Financial Acumen
- Working Across Boundaries
- Strategic and Innovative Thinking
- Project Management
- Productive Communication
- Problem Solving

Core Commercial Functional Competencies
- Customer Insights
- Account Management
- Help-desk / service desk experience
- Customer Engagement
- Experience of Regulatory & Certified Markets
- Leadership of eCommerce initiatives

Minimum Qualifications:
Background & Education:

- Minimum a Bachelor or equivalent degree in e.g. marketing, finance, business, languages

Required Skills/Abilities:

- Must have a minimum of five years of combined work experience in the field of customer services
- An experienced team leader in a fast-moving customer service environment
- Must have proven experience in managing projects
- Must be a self-starter that takes pride in their work product and is focused on delivering results
- Demonstrate a forward thinking, agile and strategic approach
- Demonstrated ability to work effectively in a changing environment
- Ability to quickly develop positive relationships with internal and external partners
- Excellent verbal and written communication skills in English & French. Additional languages, e.g. German, Spanish, Portuguese, Italian are advantageous
- Ability to work independently and as part of a team
- Ability to occasionally travel overnight. Travel estimated at approximately 10% of the time, including the potential for international travel
- The role is based at the our facility in Vitré, Brittany, France

**Search Firm Representatives Please Read Carefully**

**Employee Status**:
Regular

**Relocation**:
**VISA Sponsorship**:
**Travel Requirements**:
**Flexible Work Arrangements**:
Hybrid

**Shift**:
**Valid Driving License**:
**Hazardous Material(s)**:
**Job Posting End Date**:
02/13/2025

**Requisition ID**:R320949