Customer Service Manager

Experteer Overview

You’ll work cross-functionally to address orders, forecasts, and service issues while building loyalty and simplifying the customer journey. A key objective is to improve satisfaction and performance metrics by implementing robust CS processes and continuous improvement initiatives.

• Lead CS Representatives to execute business strategy and support a customer-centric organization
• Build customer loyalty by managing customer experience and simplifying the business interaction
• Develop relationships with customers through visits and Voice of the Customer feedback
• Collaborate with Operations/Supply Chain to review schedules and mitigate issues
• Partner with Sales to onboard new customers and grow existing ones
• Support Vendor Managed Inventory programs, forecasting, and demand planning
• Create and monitor customer-centric service processes, standards, and metrics
• Address escalated issues with cross-functional teams
• Recruit, develop, and retain talent with performance reviews and clear objectives
• Drive customer satisfaction and related KPI results (DIFOT, DIO)
• Lead CS actions to address SC challenges and translate customer needs into actions
• Engage with Sales, Operations, SC to align strategies with market needs

• At least 7 years’ experience in Customer Service/Supply Chain
• Very good level of English u0026 Spanish
• Experience in multi-country roles preferred
• Operational knowledge of CS, SC, and logistics/warehouse processes
• Uncompromising Customer Service mindset
• Strong analytical and practical creativity for improvement
• Team management
• Ability to influence, motivate and mobilize stakeholders
• Proactive with ability to anticipate
• Willingness to travel across Europe

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