Sell In & B2B Customer Service Manager

JOB SUMMARY:
The Sell In and B2B Customer Service Manager is in charge of the day-to-day operations of our customer service team and ensuring an outstanding customer satisfaction to all our US and Canada Sell In and B2B customers.
The Sell In and B2B Customer Service Manager will be managing and optimizing all aspects of the order processing from creation to delivery, ensuring orders are delivered on time, in full, and comply with customers’ requirements.
The Sell In and B2B Customer Service Manager is also responsible for the maintenance of the entire customer database in a timely and accurate manner.
JOB RESPONSIBILITIES:

• Responsible for daily operations of the Sell In and B2B Customer Service department
  
  • Internal and external communication and teamwork are essential.
    
    • Communicate with our customers to ensure customer satisfaction
    • Collaborate with our sales teams, supply chain team and warehouse operations teams to provide in a timely manner all inquiries from our customers
    • Ensuring that our products are efficiently and accurately delivered to our customers and in compliance with our customers’ requirements :
      
      • Order acknowledgment
      • Delivery notification
      • Tracking information
    • Monitoring and reporting on department KPIs, aligning internal operational KPIs with customer metrics and develop performance scorecards
    • Optimizing all aspects of the fulfillment process, from order receipt to delivery, ensuring a customer centric experience
    • Support warehouse with delivering high service level and the flawless execution of order management processes
    • Develop collaborative supply chain solutions through cross-functional partnerships that drive mutual benefits for external customers and internal business partners
    • Coordinate with operations on service issues to ensure that the root cause analysis and corrective/preventive actions are robust
    • Provide strategic supply chain expertise and insights to the commercial teams for competitive differentiation
    • Manage customer claims, credits and returns.
• Lead a team of customer service representatives.
  
  • Ensure continuous training and coaching customer service representatives on best practices
  • Maintain comprehensive and completed documentation.
• Help maintaining an accurate customer master data in a timely manner
• Proactively develop processes and procedures :
  
  • Fostering a culture of continuous processes improvement
  • Identifying opportunities to enhance efficiency, improve operational performance, reduce costs and minimize customer complaints
  • Leveraging emerging supply chain capabilities and technology such as EDI to improve customer collaboration and service

KEY PERFORMANCE INDICATORS:

• % of order shipped in full
• Customers Chargebacks
• Customers Claims
• % of EDI orders

REQUIREMENTS:

• Proven experience in a customer service management role
• Strong leadership skills with the ability to motivate and inspire a team
• Experience in project management is preferred

EDUCATION:
Bachelor's degree or foreign equivalent in Supply Chain Management or Business Administration
EXPERIENCE:
3-5 years of experience in Supply Chain Management and/or Customer Service
SKILLS:

• Exceptional verbal and written communication skills with customers. Different functions and seniority level
• Understanding of B2B business
• Excellent organizational and time-management skills in a fast-paced environment with deadlines
• High degree of attention to details, but ability to see the big picture
• Ability to multitask and prioritize
• Strong problem solving and conflict management skills
• Strong leadership skills with experience managing a team
• Strong process management skills
• Proficiency in ERP system (plus if experience with SAP S/4)
• Advanced Microsoft Office, especially Excel
• Knowledge of inventory management practices and fulfilment operations
• Fluent in English

PHYSICAL & TRAVEL REQUIREMENTS:

• • Able to occasionally travel to US