Customer Service Manager (m/f/d)
Luxembourg, Home of RAK Porcelain Europe
RAK Porcelain Europe is implemented since 2006 in Luxembourg and is increasing its presence in Europe.
We count more than 70 employees in Luxembourg and Europe. The ideal candidate will have a strong background in customer relationship management, including complaints management, problem solving and managing customer service teams.
Responsibilities:
- Managing the customer service team (currently 7 team members), including training, supervision, and performance appraisal
- Overviewing the level of daily / weekly incoming customer orders, delivery slips & invoices
- Managing customer complaints and issues, including problem solving and escalation management
- Develop and implement strategies to improve customer satisfaction and service quality
- Collaborate with other departments to improve the overall customer experience
- Analyse customer service data to identify trends and opportunities for improvement
- Develop and implement customer service policies and procedures
- Manage budgets and resources for the customer service team
- Implement, manage and checking the outgoing freights costs
- Provide regular reports on the performance of the customer service team
- Provide regular reports on sales to the board of directors & Headquarters
- Maintain up-to-date knowledge of developments in customer relationship management
- Manage relationships with the company's customers and business partners
- Encourage and promote a quality customer service culture within the company
Skills / Experience:
- Minimum of 5 years' experience in customer relationship management, including managing customer service teams
- Ability to work independently and as part of a team
- In-depth knowledge of customer relationship management tools
- Able to set priorities, be flexible and highly accurate
- Strong work ethic, a proactive approach and can-do mindset
- You are familiar with Microsoft Office Pack, especially Excel
- An excellent command of English, German, French and Luxembourgish is mandatory. Any other European languages would be an asset such as Spanish, Italian
In case of positive selection, a certificate of good standing or an extract of the criminal record can be required.
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