MANAGER CUSTOMER CARE (F/H)

Ennery (57)  - CDI

description du poste

As a Customer Care Escalations Manager you would be managing 2 teams: the Immobilized machines help out team, including THD (Technical Help Desk) and the DFS (Direct from Supplier) team.
* You will be leading the Immobilized machines help out team team, with a high focus on resolving critical backorders for EME dealers while understanding the critical and urgent customer requests. You will be guiding and coaching your team to solve cases at high pace, with a high service quality level and with a main focus on KPI. You will be documenting the outcome, do the reporting and update the high management.
* Direct from Supplier team (Returns included) is working with supplier orders - items are directly supplied to our dealer's network. The main focus will be on keeping the team efficiency and on task focus as well as driving the process to be more automatic.
Your Key Responsibilities will be:
- Identify the Customer care's urgent requests (VIPs) and manage them in accordance with the resolution steps set up
- Share machine data with technical departments to identify parts and alternative solutions
- Maintain regular contact with other departments to track parts in production, in transit, in receipt and in delivery to customers
- Use existing systems to update important traceability information, Derive KPIs and trackings
- Consult warehouses, customers, suppliers and other network databases to find the required part(s)
- Be the point of contact for top management to oversee a VIP action and set up a detailed follow-up strategy
- Respect the objectives set by the management to maintain a high level of customer satisfaction
- Identify and implement machine standby and contract monitoring
- Controlling and monitoring orders placed with our DFS suppliers
- Manage the flow of invoices from our customers and DFS suppliers and forward them to our finance department
- Optimize processes and set up detailed reports based on statistics extracted from the various systems.

You will be engaging on a full cross functional commitment to leverage all parts inventory, factory components inventory and machine strip-down solutions from dedicated stand-by machines, factory build machines and network machine stock - this requires a mandatory 7 day/week availability of Factory contacts (Mon-Fri 08.00-20.00 and 08:45-17:00 on weekends) to manage the dispatch of parts from our factories and Brand contacts to authorize the strip-down of machines. Permanent availability of Taxi & standby truck unit solutions (ENN/BREG) with track & trace process for all shipments.
The position requires a full commitment across all the company functions to do ‘everything we can' to secure parts availability to support our IDEAL customers, 7 days per week throughout the Harvest season.

The position is based on the company Ennery's site.

profil recherché

Education and Qualifications Required for this position:
Master degree (Bac+5 equivalent) plus a minimum of 5 years experience on a managing position (managing at least a 5 people team). A call center or customer manager experience will be a plus as well as knowledge of agriculture or industry.
You are a team player with well developed communication skills, able to work under pressure and manage changing priorities.
PC knowledge (Outlook / Excel / Word / Powerpoint) are mandatory. Also system salesforce, SAP, OASIS/WMS is essential.
You are fluent English and French. All the recruitement process will be held in english.

à propos de notre client

Expectra is searching for one of its clients specialized in agriculture a Customer Care Escalations Manager (H/F).

informations complémentaires

niveau d'études : >BAC+5
salaire : 50 000 €
type de salaire : annuel