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Customer Service Manager

Our customer is a young and dynamic deep tech Biotechnology Start-up company, offering suistainable and effective solutions for hygiene problems. The company is focusing on developing technologies to generate antimicrobial properties to a range of surfaces and substrates.

The HQ is in Zug / Switzerland and the company is already represented in Germany, USA, Singapore, Dubai and India.

The company is continuously growing, is developing new products for B2B and B2C customers and establishing new markets, therefore we are looking for an equally dynamic person as

 



Customer Service Manager

The Customer Service Manager is accountable for Customer Relationship, Customer Service and Order-to-Cash operations within Supply Chain and the key escalation point for internal and external customers.
She/he works in close collaboration with the rest of the Supply Chain, the different manufacturing sites, Warehouses, Finance, Business Development teams.

 

Responsibilities

  • Improve customer service experience internally and externally
  • Take ownership of customers issues and follow problems through to resolution
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyse statistics and compile accurate reports
  • Recruit, mentor and develop customer service executives and nurture an environment where they can excel through encouragement and empowerment
  • Apply best practices to areas of improvement
  • Control resources and utilise assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities

 

 



 

 

Requirements

  • Bachelor’s degree with 7+ years Supply Chain, Customer Service or Sales / Marketing experience (ideally with people management experience)
  • preferably in the life-science / chemical industry (Regulatory) or FMCG
  • Communication champion to pass critical messages to customers and to lead crisis calls with key accounts
  • Proficiency in English, preferably German knowledge
  • Working knowledge of customer service software, databases and tools
  • Ability to think strategically and to lead remotly a small team
  • Strong customer-facing and communication skills

 

 

Our company is offering a very dynamic and professional environment, good team spirit and the possibility to develop your talent and career!

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