Customer Service Manager

Jobinhalt

Oregon Tool is a global manufacturer and marketer of replacement parts, equipment, and accessories for consumers and professionals operating primarily in two market segments: Forestry, Lawn, and Garden (“FLAG”); and Farm, Ranch, and Agriculture (“FRAG”). Oregon Tool also sells products in the construction markets and is the market leader in saw chain and guide bars for chain saws. We also supply original equipment manufacturers (OEM) with cutting attachments.

Oregon Tool offers products under the brand names of OREGON®, Carlton®, Woods®, KOX, SpeeCo®, ICS®, Pentruder, and Merit. For more information, visit www.oregontool.com.

Oregon Tool will only employ those who are legally authorized to work. Any offer of employment is contingent on the successful completion of a background investigation and drug screen.

Oregon Tool has an exceptional opportunity.

We are committed to excellence in our people, products, performance, and profits. We believe our team members are the foundation of our Company’s success, and we are committed to continuous improvement and learning, exceptional quality, connecting with our customer, and good relationships with our team members.

The Customer Service Manager provides daily operational management for the local customer service team responsible for the continuous support and order management to our EMEAR customers, to meet our sales and customer service level objectives. This position works with the local customer service team, supporting any current issues; ensuring best practices are being applied in the order-to-cash processes and is the on-site lead. They work cross functionally with Sales, Supply Planning, Warehouse, Product Marketing and Finance to support order-to-cash activities including, but not limited to order entry, past due management, allocation, customer communication, business alignment and performance management.

Location: Mont-Saint-Guibert, Belgium

Reports to: Director European Customer Operations

Primary Duties and Responsibilities:

Supervise daily Operations of the customer service team (70%) :

•Provide leadership, engage and motivate direct reports.

•Provide supervision for daily activities, including supporting any questions, requests and/or issues with/for customer service team.

•Manage, support and coach direct reports enabling them to deliver customer service excellence and helping them meet their performance objectives.

•Drive the operations best practices by supporting standard operating procedures; document and train the team to ensure consistency and alignment. Provide feedback on improvement opportunities to management.

•Identify and implement strategies to improve quality of service, productivity and profitability.

•Manage customer service projects and initiatives, for execution at European level and co-ordination within global shared service.

•Develop and maintain SAP order-to-cash processes, while maintaining master data accuracy; identify opportunities to improve efficiency and set plan to improve and track results.

•Support meeting the company objectives & key metrics, including customer service level, sales and profitability targets to support our customers.

•Manage performance of team; conduct weekly 1:1’s with direct reports to review and direct respective team members.

•Ensure compliance with internal and external regulatory requirements with a clear and well enforced standard for ethics and conduct.

•Represent the voice of the customer.

•Establish and maintain effective internal working relationships with Sales, Finance, Marketing, Distribution Centers, Planning and Information Services teams.

Support Strategy & Communication (30%):

•Analyze order-to-cash processes; identify continuous improvement opportunities and work with management to set plan to review & execute solutions.

•Support the strategies to globally optimize availability and allocations while balancing business units (FLAG, FRAG & CCF), sales regions, marketing and financial interests.

•Collaborate with Supply planning, Product Marketing/Category Management, Distribution Center and local Managing Director to understand customer and market requirements; identify opportunities and work with management to coordinate action plans to improve operations.

•Provide status reports to management on planning activities as they relate to company KPI’s in addition to project activities.

•Provide leadership and direction for local projects involving customer service-related activitie.

•Build a strategy and vision, deploy into team and personal objectives in alignment with company goals; Follow up and drive the team in meeting their objectives.

Education:

•Bachelor’s degree in business or related discipline

Experience:

•5+ years in people management.

•5+ years of experience in customer service and/or order management.

•Experienced leader in customer service.

•Experienced working in a global organization and multi-channel required.

•SAP (SD & CRM) experience (or Equivalent ERP) is a requirement.

•Proficiency in Microsoft Office suite (Outlook, Word, Excel, Excel Analysis, PowerPoint).

•English & French fluent (C1 minimum).

Skills/abilities:

Typical skills and abilities may include the following:

•Mature supervisory and team leadership skills.

•Customer focus mindset.

•Strong organizational and management skills.

•Ability to work under pressure and achieve solutions in situations where there are conflicting objectives.

•Ability to communicate and influence effectively with other functional areas.

•Strong/effective decision-making skills.

•Able to complete responsibilities in a timely, professional, and quality manner.

•Solve problems analytically; search out relevant information and gauge its importance when making decisions.

•Effective written and oral communication skills; able to express oneself clearly and in technical and non-technical terms.

•Creative thinker.

•Collaborative and effective team player and able to work with teams who are globally dispersed.

•Set a good example of personal integrity.

Availability:

•Available to work full time on site as required by job, including visit to our warehouse.