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Customer Service Manager
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Joining the team at SC Johnson Professional® makes you part of a family company with a deep history in the professional market as a leading manufacturer of skin care, cleaning and hygiene products and smart technologies. We’re a team of more than 1,000 employees across five continents providing solutions to healthcare, industrial and institutional markets across the world.
- SC Johnson Professional®
is a business unit within SC Johnson, a family-owned and led company and leading manufacturer of quality, trusted products since 1886.
Full Time - Permanent - Rungis, FRA
The Customer Service Manager will be tasked with driving SCJ Professional sales and marketing initiatives, revenue growth and client retention strategies.
Key Responsibilities
- Hire, mentor and develop a dedicated team of professionals who are committed to working as a team in delivering a high level of customer satisfaction.
- Hold team members accountable to key service performance measures and monitor order entry flow and customer complaints, evaluate performance, and conduct training.
- Identify areas of improvement within the customer service group, develop/support new solutions and implement changes within the group to increase productivity and quality
- Process responsibility, continuous process control and process optimization in the areas of order processing, interface communication between sales and service units and internal departments
- Continuous further development of order processing automation
- Ensuring the defined service levels and KPIs
- Department-related reporting according to local and group requirements
- Close cooperation and coordination with the sales force. Marketing and finance
Education and Experience
- Business-oriented training (at least industrial clerk), ideally with a focus on logistics and customer service
- Many years of practical experience in the field of customer service with management responsibility
- Very good knowledge of MS Office and ERP systems, ideally SAP S / 4 Hana with a focus on budget and forecaster creation
- Very good written and spoken English
- Experience working for and international organization
Skills:
- Structured and process-oriented way of working as well as a high degree of problem and conflict-solving skills as well as analytical skills, project management knowledge
- Communication skills and enthusiasm for customer service issues
- Independent way of working
- Ability to motivate and encourage as well as support employees
- Comprehensive computer skills including Microsoft Office Suite and business/ERP systems software.
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