Customer Service Manager France

_**In this strategic director position, you will lead the Customer Service team in France and continually improve the customer service experience**_

For over 40 years, Sauermann Group has designed, manufactured and sold products and services dedicated to the industrial and HVACR markets. The Group specifically focuses on the detection, measurement and control of indoor air quality (IAQ).

Sauermann Group’s global operations span three continents (Europe, Asia and North America), with over 400 employees across 12 sites (including four production units).

From its beginnings in France, Sauermann moved into the international condensate detection and removal pumps market. It later became a group, expanding its business to include indoor air quality measurement instruments and acquiring a number of other brands: Kimo (France), E-Instruments (United States) and Megatech (Chinese distributor).

The Group has built a solid reputation for product calibration and design (20 patents filed), drawing on the expertise of its R&D teams and several metrology laboratories ISO/IEC 17025 accredited. Sauermann also sells its own products and provides on-site and after-sales services in accordance with market demand.

**Position**

We are looking for a _**Customer Service Manager, France**_. The position will report to the General Manager EMEA. You will manage (direct) different customer service groups structured around our distribution channels.

**Responsibilities**:

- Manage all customer service processes (from quote and order to cash), remembering that we are becoming more proactive and engaging customers earlier in the buying cycle. Draft, implement, and execute policies and procedures to facilitate a quality customer service experience
- Establish service levels and requirements for the department
- Establish performance metrics for customer service representatives
- Develop and implement methods to record, assess, and analyze customer feedback
- Staff the teams according to the workload
- Develop and implement training and quality assurance programs for new hires and experienced employees
- Ensure that the Computer systems in place are being used to the required standards and identify and promote any areas of efficiency
- Analyse statistics and compile accurate report
- Troubleshooting. As problem areas for customer service are identified you must engage people to agree priorities and then engage your customer services team to address these areas and make the planned changes quickly and effectively
- Take ownership of customers issues and follow problems through to resolution without hesitating to show the example to the team (leadership by example ).
- Ensure the right calibre of staff are recruited, and in accordance with company policy and procedures.
- Lead, motivate, communicate with, develop, appraise and performance manage staff to ensure they are fully motivated to achieve best performance to meet the company’s needs. Ensure that poor performance is not tolerated and is remedied via support, training or disciplinary action as appropriate
- Training. Ensure continual upskilling in customer services through evaluation, development and training of staff
- Day to day management. Manage your customer services team to deliver what customers need and to continually improve your customer service team’s efficiency and effectiveness

**Requirements**:

- Bachelor’s Degree in Business Administration, or proved experience in a similar job
- Fluent in French and English. Another European language would be a plus
- 10 years of experience with **a proven track record of BtoB direct and distribution sales**:

- Customer service orientation from quote and order to cash, with knowledge about export processes
- 5 years of customer service leadership in industrial environment (B2B)
- Excellent knowledge of management methods and techniques
- Experience in technical product is a plus
- Eager, energetic, and **hands-on leader**:

- Well-developed collaborative and strategic mindset.
- Leadership: meeting facilitation, innovative, skill sharing and training, organization, conflict management, change agent, manage relationships
- Able to travel 10 to 20%

**Desirable job Competencies**:

- **Hands-on**:

- **Problem solving** and data driven
- Good analytical skills
- Process improvement
- Cross-functional collaboration
- Good communication, interpersonal skills and priority management
- Autonomous
- Able to influence and drive change without authority
- Business acumen

Type d'emploi : CDI
Statut : Cadre

Avantages:

- RTT

Programmation:

- Du lundi au vendredi

Types de primes et de gratifications:

- 13ème Mois

Lieu du poste : Télétravail hybride (24700 Montpon-Ménestérol)