Manager, Customer Service
2 maanden geleden
**Date issued**:
**Updated Version**:
Version__
**Job Title**:
Manager, Customer Service
**Reporting (Accountable) to**:
Director of Irrigation, Projects and Sales Operations EMEA&APAC
**Department**:
Sales
**Direct Reports**:
2xCustomer Service Coordinator
**Career Path**:
**Name of Job Holder**:
**SUMMARY AND PURPOSE**:
The Customer Service Manager is responsible and accountable for the International Customer Service team taking an active role in driving sales and services and ensuring complete customer satisfaction. The position will contribute to the company’s operational effectiveness and efficiency in terms of client/customer and dealer support. Operational support is delivered pertaining to client/customer/dealer/agent service, and support management (junior management level planning, organizing, control, leadership and operational decision-making) of the company.
**WORKPLACE VALUES**
The employee will be expected to operate in line with our workplace values which are:
- **Leadership**
We inspire others and demonstrate courage to make a difference.
- **
Integrity**
We are open, honest and transparent.
- **
Collaboration**
We create more together than as individuals.
- **
Accountability**
We set high standards and deliver against them.
- **
Respect for others**
We foster an inclusive culture that values each other’s views.
**KEY PERFORMANCE AREAS AND ASSOCIATED ACTIVITIES**:
As an employee of Lindsay, the employee’s responsibilities are, but not limited to:
- Operational day-to-day management of the approved customer service and support strategies and established tactical plans
- Management of allocated resources for timely delivery of quotations and order management on a daily basis
- Skill-building of the Team members to stay aligned with the market expectations on the deliverables. Ability to create new strategies and tools to achieve customer satisfaction, internally and externally.
- Systems Implementation & Optimization : Evaluate, select and implement tools and systems to support scalable data-driven customer engagement.In partnership with our Sales and Operations team, guide the configuration of these tools to optimize your team efficiency and customer in-sight gathering.
- Problem Solving & Adaptability: Navigate through challenging situations professionally and efficiently in a fast -paced, evolving multicultural environment for achieving Customer Satisfaction, internally and externally.
- Proper and effective communication strategy with customers, dealers and internal stake holders to execute on order fulfillment.
- Work cross functionally with Sales, Operations, Finance Teams within the various Business Units in EMEA& APAC region to deliver bi
- weekly S&OP reports
- Provides basic technical support to Dealers, customers and the customer service team, using the Lindsay Product Management software and tools in consultation with Application Engineering Team.
- Ensure that all relevant internal Policies and Protocols related to the Order Management are adhered to.
- Work closely with the Legal Team to ensure that sales related transactions adhere to the Regulations to which the Company is legally bound.
- Ensure a productive service environment, proper processes, and supporting documentation that meet the basic standards and quality requirements, ensuring the integrity of support services.
- Maintain the CRM platforms in consultation with the Sales and Project Teams.
- Motivate and train reporting employees, including regular performance appraisal and establish time related corrective actions.
**REQUIRED STANDARDS (JOB HOLDER AND HIS/HER DEPARTMENT) IN TERMS OF MEASUREMENT / KEY PERFORMANCE INDICATORS (KPI)**
- Successful implementation of the customer service and support strategy.
- A professional client/customer/dealer/agent service/support database is maintained.
- Exemplary service/support coordination within the broader Company (Lindsay Corporation).
- Meet agreed customer service delivery targets.
- Customer Service Operational support successfully delivered as contribution in targeted business and product growth has been achieved.
**MINIMUM REQUIREMENTS**:
**Competencies**:
- knowledge of mathematics, fundamentals of economics and accounting,
- Engineering knowledge.
- Able to monitor and assess performance as well as take corrective measures where required
- Able to lead a multicultural international Team
- Able to work collaboratively with a range of individuals and departments (from production staff to external vendors and suppliers)
- Ability to influence others to ensure that deadlines are met, and projects are completed.
- Strong customer service orientation
- Sound knowledge of Incoterms and various international payment methods.
**Skills (Technical, Behavioural and other)**:
- Excellent Communication and Presentation skills
- Expertise with research methods using data analytics software
- Solid computer skills, including MS Office, NAV system
- Familia
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