Customer Care Manager
Nilfisk
full-time
Posted on:
Location Type: Office
Location: Mataró • 🇪🇸 Spain
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
ERPSFDC
About the role
- Management of a team of 12 customer care professionals
- Lead, direct, evaluate, coach and develop the Customer Care Team Iberia
- Regularly engage and align with local and regional stakeholders from other functions
- Work closely together with the regional team to interpret global strategy into local actions and initiatives
- Identify key priorities for improvement in the region using key KPI's and alignment with key business stakeholders
- Ensure adherence to and development of global processes around key tools such as SFDC, SMAX, TALKDESK & SAP
- Collaborate with Iberia leadership team to continuously improve processes and systems
- Management of incoming Sales & Service enquiries & orders leveraging data in ERP (SAP/LN), CRM (SFDC) and Online tools (E-Comm)
- Develop knowledge of key customers, building meaningful relationships and driving trust
- Ensure outstanding service level and drive opportunities for improvement
- Manage the performance of the outsourced partner to ensure efficiency and customer satisfaction
Requirements
- Problem solving
- Leadership
- Customer Centricity Mindset
- Communication skills
- Fluent Spanish and English
- Familiar with MS Office (preferably Excel)
- ERP system / SAP & Salesforce
- Experience in managing a team and drive engagement
- Analytical skills
- Business process improvement skills
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ERPSAPSalesforceKPIBusiness process improvementData analysis
Soft skills
LeadershipProblem solvingCustomer centricityCommunicationTeam managementAnalytical skills