Customer Service Manager

il y a 2 semaines

Bettembourg, Luxembourg RAK Porcelain Europe Temps plein

**Customer Service Manager (M/F/d)**:
Luxembourg, Home of RAK Porcelain Europe

RAK Porcelain Europe is implemented since 2006 in Luxembourg and is increasing its presence in Europe.

**Responsibilities**:

- Managing the customer service team (currently 7 team members), including training, supervision, and performance appraisal
- Overviewing the level of daily / weekly incoming customer orders, delivery slips & invoices
- Managing customer complaints and issues, including problem solving and escalation management
- Develop and implement strategies to improve customer satisfaction and service quality
- Collaborate with other departments to improve the overall customer experience
- Analyse customer service data to identify trends and opportunities for improvement
- Develop and implement customer service policies and procedures
- Manage budgets and resources for the customer service team
- Implement, manage and checking the outgoing freights costs
- Provide regular reports on the performance of the customer service team
- Provide regular reports on sales to the board of directors & Headquarters
- Maintain up-to-date knowledge of developments in customer relationship management
- Manage relationships with the company's customers and business partners
- Encourage and promote a quality customer service culture within the company

**Skills / Experience**:

- Minimum of 5 years' experience in customer relationship management, including managing customer service teams
- Ability to work independently and as part of a team
- In-depth knowledge of customer relationship management tools
- Able to set priorities, be flexible and highly accurate
- Strong work ethic, a proactive approach and can-do mindset
- You are familiar with Microsoft Office Pack, especially Excel
- An excellent command of English, German, French and Luxembourgish is mandatory. Any other European languages would be an asset such as Spanish, Italian

In case of positive selection, a certificate of good standing or an extract of the criminal record can be required.

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