![Dextra Group](https://media.trabajo.org/img/noimg.jpg)
Customer Service Manager, International Sales
6 months ago
**Sales support**:
- Order Management: Process, track, and fulfill customer orders throughout the entire order lifecycle, ensuring customer satisfaction.
- Coordination with supply chain, planning & logistics teams to answer customer enquiries, and provide on time delivery.
- Contract management to ensure smooth operations in line with contracts (prices, payment terms and deliveries, etc.)
**Forecast**:
- Review update and monitor sales forecasts.
- Update demand forecast to supply chain and track demand variation.
**Team Management**:
- Supervise and lead a team of customer service executives.
- Monitor performance metrics and ensure team adherence to service standards.
**Performance Analysis and Reporting**:
- Monitor and analyze sales performance indicators (Sales vs Forecast & Budget)
- Track and analyze customer service metrics (Customer Service Level, Lead Time, Customer Satisfaction, resolution time).
**Operation excellence**:
- Develop and implement customer service policies and procedures.
- Ensure adherence to processes, especially with IT systems (ERP/CRM)
- Work on continuous improvement to streamline processes.
- Analyze recurring problems and implement solutions to prevent future issues.
**Customer Experience Enhancement**:
- Initiate and lead initiatives aimed at improving the overall customer experience.
- Identify customer pain points to propose improvements.
**Qualifications**:
- Bachelor’s or Mater’s degree in Business field
- 5-10 years of experiences in business operations
- Excellent command of spoken & written English
- Excellent computer skills (Microsoft - Excel & Word)
- Good analytical and problem solving skills
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