Sell In & B2B Customer Service Manager

JOB SUMMARY:

The Sell In and B2B Customer Service Manager is in charge of the day-to-day operations of our customer service team and ensuring an outstanding customer satisfaction to all our US and Canada Sell In and B2B customers.

The Sell In and B2B Customer Service Manager will be managing and optimizing all aspects of the order processing from creation to delivery, ensuring orders are delivered on time, in full, and comply with customers’ requirements.

The Sell In and B2B Customer Service Manager is also responsible for the maintenance of the entire customer database in a timely and accurate manner.

JOB RESPONSIBILITIES:

Responsible for daily operations of the Sell In and B2B Customer Service department

Internal and external communication and teamwork are essential.

Communicate with our customers to ensure customer satisfaction

Collaborate with our sales teams, supply chain team and warehouse operations teams to provide in a timely manner all inquiries from our customers

Ensuring that our products are efficiently and accurately delivered to our customers and in compliance with our customers’ requirements :

Order acknowledgment

Delivery notification

Tracking information

Monitoring and reporting on department KPIs, aligning internal operational KPIs with customer metrics and develop performance scorecards

Optimizing all aspects of the fulfillment process, from order receipt to delivery, ensuring a customer centric experience

Support warehouse with delivering high service level and the flawless execution of order management processes

Develop collaborative supply chain solutions through cross-functional partnerships that drive mutual benefits for external customers and internal business partners

Coordinate with operations on service issues to ensure that the root cause analysis and corrective/preventive actions are robust

Provide strategic supply chain expertise and insights to the commercial teams for competitive differentiation

Manage customer claims, credits and returns.

Lead a team of customer service representatives.

Ensure continuous training and coaching customer service representatives on best practices

Maintain comprehensive and completed documentation.

Help maintaining an accurate customer master data in a timely manner

Proactively develop processes and procedures :

Fostering a culture of continuous processes improvement

Identifying opportunities to enhance efficiency, improve operational performance, reduce costs and minimize customer complaints

Leveraging emerging supply chain capabilities and technology such as EDI to improve customer collaboration and service

KEY PERFORMANCE INDICATORS:

% of order shipped in full

Customers Chargebacks

Customers Claims

% of EDI ordersREQUIREMENTS:

Proven experience in a customer service management role

Strong leadership skills with the ability to motivate and inspire a team

Experience in project management is preferred

EDUCATION:

Bachelor's degree or foreign equivalent in Supply Chain Management or Business Administration

EXPERIENCE:

3-5 years of experience in Supply Chain Management and/or Customer Service

SKILLS:

Exceptional verbal and written communication skills with customers. Different functions and seniority level

Understanding of B2B business

Excellent organizational and time-management skills in a fast-paced environment with deadlines

High degree of attention to details, but ability to see the big picture

Ability to multitask and prioritize

Strong problem solving and conflict management skills

Strong leadership skills with experience managing a team

Strong process management skills

Proficiency in ERP system (plus if experience with SAP S/4)

Advanced Microsoft Office, especially Excel

Knowledge of inventory management practices and fulfilment operations

Fluent in English

PHYSICAL & TRAVEL REQUIREMENTS:

Able to occasionally travel to US