Customer Service Director

We are looking for a talented Customer Service Director for our HQ office based in Geneva.

 

Main Mission

The Customer Service Director leads and develops a successful team to ensure customer support readiness and stellar service level.

The person is responsible for the day-to-day operations related to order management with the objectives to ship all orders on time and in full.

This position also drives operational excellence in Customer Service and owns order to cash policies and procedures.

The Customer Service Director will report directly to the EVP of Operations.

 

Representative activities description

  • Provide a framework where Customer Service Representatives can thrive and grow while exceeding customer expectations all the time
  • Establish a clear vision, actively engage Customer Service and empower the team to successfully lead continuous improvement initiatives
  • Ensure customer orders are always shipped on time and in full and support team members in their daily operations
  • Prioritize and delegate tasks with the objective to maximize service level and guarantee operational performance
  • Strengthen product knowledge within the team, develop subject matter experts and cross-train the team between the different distribution channels
  • Monitor and communicate Key Performance Indicators such as service level, back orders and orders booked
  • Ensure team members have the appropriate knowledge and skills to make necessary improvements to meet or exceed supply chain targets
  • Perform root cause analysis to solve complex issues related to business processes and/or system functionalities and drive corrective action plans with the support of EVP Operations when needed
  • Lead or support key projects related to net working capital improvement: reconciliation of forecasts with orders, replenishment of local country warehouses and consignment inventory models
  • Identify opportunities to streamline and automate customer service activities, only in ways that will measurably improve the customer experience
  • Coordinate weekly open orders and back-order reports analysis including low supply management and recovery date management
  • Provide proactive communication across all levels of the organization related to progress and direction on Customer Service activities.

    Profile

    • Dedication to providing exceptional customer service and building a winning culture
    • Natural leadership skills: extrovert, energetic, open minded, thick skinned
    • Excellent oral, written and interpersonal communication skills
    • Highly effective at overcoming obstacles – tenacious and resilient
    • Exceptional listening and analytical skills
    • Maturity and good judgment
    • Ability to prioritize tasks and meet deadlines independently.

     

    • Fluent in French and English, German a plus
    • Bachelor’s Degree in Supply Chain Management, Sales & Business Administration, or other related fields
    • Minimum of 8-10 years Customer Service experience
    • Significant PC knowledge & Windows OS experience. Skilled competence with Microsoft Office Word, Excel, and Power Point.

      If you think you are a good match for this position, please apply here