Customer Service Team Leader
il y a 12 heures
Customer Service Team Leader
The success of a company depends on the passionate people we partner with.
Together, let's share our talents.
As a global leader in animal health, Ceva Animal Health believes our success is linked to our passionate people researching, developing , producing and supplying innovative health solutions for all animals, which contributes to the future of our diverse planet.
We are committed to ensuring the highest possible level of care and well-being for farm animals (poultry, pigs, ruminants), companion animals (dogs and cats) and wildlife.
Indeed, Our "Together, Beyond Animal Health" vision emphasizes that the health and wellbeing of people, animals and our planet are totally interlinked. More than ever, Ceva is committed to a "One Health" approach.
As part of our "Diversity, Equity and Inclusion" policy, Ceva Animal Heath is committed to the employment of people with disabilities and will make reasonable accommodations throughout the interview process to ensure an inclusive and accessible experience for all applicants. To request an accommodation, please contact a member of the Ceva Talent Acquisition team.
Your
missions :
Job overview
At our Libourne site, you will manage a team of customer service representatives.
Main mission
Strategy and policy definition: ensures that the team implements and applies the defined policies.
Data management and sales monitoring: monitors SRC KPIs to track operational activity. Shares information with the team, other departments, and regions. Adjusts the allocation of customer portfolios to balance workload.
Transport planning: ensures that transport orders placed by the team are optimized and comply with negotiated conditions. Approves transport orders within the authorized amount. Supports the team and challenges proposed options to meet customer needs while protecting the company's interests.
Order management: monitors the workload of the SRC team. Arbitrates and prioritizes orders when necessary. Supports the team in problem resolution. Informs the Group SRC Manager of any blocking points depending on severity. Checks and validates the team's credit notes. Ensures teams are trained on processes and meet processing deadlines.
Customer relations: coordinates activity and provides visibility to internal partners (regions, franchises, quality, etc.), as well as customers and external service providers. Communicates with the team and/or regularly shares relevant information to support operational efficiency.
Quality, continuous improvement, and compliance: supports the team in case of specific issues related to regulations, risk, payment, or transport. Ensures all conditions are respected and compliant.
Project management: contributes to and/or manages projects related to the activity.
Your
profile :
2 years of experience in team management within an international environment.
Knowledge of international business: understanding of international trade practices sufficient to challenge existing solutions and propose improvements.
Customer knowledge: ability to use customer insights to formulate improvement recommendations.
Transport knowledge: understanding of transport methods sufficient to propose appropriate solutions.
Warehousing knowledge: understanding of warehousing processes and constraints in order to adapt solutions accordingly.
Quality, regulatory, industry, finance: knowledge of applicable guidelines in Quality, Regulatory Affairs, GMP, and Finance sufficient to anticipate impacts on the Customer Service Department (SRC).
Fluent English required.
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