Customer Service Manager

Nitelikler/Qualifications, İş Tanımı/Job Description:


For our multinational client operating in automation sector, we are currently looking for a “Customer Service Manager” who ideally is / has:
• Bachelor’s degree in Engineering (Electronic, Mechanical or Electrical),
• Minimum 10 years of experience in automation sector and a minimum 3 years of customer service management experience in a b2b environment,
• Fluency in both written and spoken English, additionally German will be a plus
• Good communication skills,
• Excellent analytical & problem-solving abilities.

Job Description
• Ensure best practice sharing and success stories in regards to Automation Applications, Field Service Operations, Performance, etc,
• Possession of know how to conduct root cause analysis and derive corrective actions,
• Analyze statistics and compile accurate reports and business forecasts (O.I., revenue & margin of customer service,
• Control resources and utilize assets to achieve qualitative and quantitative targets,
• Manage and improve productivity of the customer service team,
• Develop service procedures, policies and standards with necessary tools and software,
• Establish a field service operations mechanism for implementing a market driven local service performance,
• Establish corporate Field service processes, policies and tools, in line with the HQ standards,
• Improve customer service experience and create engaged customers and facilitate growth,
• Ensuring the handling of customer issues (e.g. order, payment) by coordinating with Sales, Operations Management, and other internal and/or external teams,
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment,
• Develop, track and implement sufficient training for the team to remain up to date with technology, applications and products.

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