Customer Service Manager

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Date: Sep 15, 2023

Location: Vilafranca del Penedes, ES

Company: AkzoNobel

We supply the sustainable and innovative paints and coatings that our customers, communities – and the environment – are increasingly relying on. Our world class portfolio of brands – including Dulux, International, Sikkens and Interpon – is trusted by customers around the globe. We’re active in more than 150 countries and have set our sights on becoming the global industry leader. It’s what you’d expect from a pioneering paints company that’s committed to science-based targets and is taking genuine action to address globally relevant challenges and protect future generations.

For more information please visit www.akzonobel.com.

© 2023 Akzo Nobel N.V. All rights reserved.

Job Purpose

 

Manages the Customer Service Team for a concrete region(s) and segment at the designated location, ensuring the highest standards of professionalism in business interactions with customers associated with their order processing, complaint registration, general management and information requirements.

Key Accountabilities

 

  • To manage customer service team, priortiseing timely order processing and good customer iteractions and relationships
  • Build team spirit and foster a culture service excellence and continuous (service) improvement
  • Supports the order-to-cash process with excellence in order processing
  • Manages the personnel in the Customer Service Team to assure highly professional and reliable service by ensuring good team dynamics and individual competence coaching
  • Plans and organizes distribution of daily tasks to individual workload to efficiently use available resources, and signals issues in capacity to management
  • Organizes, coordinates and monitors customer order processing and products distribution (including, adherence to adequate standard operating procedures)
  • Collects performance key performance indicators and reports on these including delivery performance and signals on trends

Key Activities

 

  • Ensures a job profile is in place, sets objectives for team members, reviews development and provides clear, open and constructive feedback on performance combined with the appropriate actions
  • Strengthens the talent pipeline by developing talent and regularly assesses and discusses talent and internal movement. Continuously monitors and evaluates retention risk 
  • Creates an open environment in the team where all people can perform at their best and stimulates the development of others and ensures an engaged team
  • Ensures reporting line is fully informed and acts in line with HSE and Compliance regulations
  • Manages and plans relevant (departmental) budget and proactively manages the costs

Education & Experience

 

  • Bachelor Degree
  • Minimum 4/5  years experience in a Customer Service team as Representative dealing daily with customer orders in an industrial company.
  • Experience in team management is mandatory for the role
  • High level of English. Other European Languages would be a plus.

 

At AkzoNobel we are highly committed to ensuring an inclusive and respectful workplace where all employees can be their best self. We strive to embrace diversity in a context of tolerance. Our talent acquisition process plays an integral part in this journey, as setting the foundations for a diverse environment. For this reason we train and educate on the implications of our Unconscious Bias in order for our TA and hiring managers to be mindful of them and take corrective actions when applicable. In our organization, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability.

Requisition ID: 34155