Customer Service Manager

Define, structure and lead the Customer Service organisation through a product-oriented approach to ensure an optimal customer experience, with a focus on responsiveness, proactivity and high-quality communication.

Define, implement and manage a purchasing strategy for the raw materials essential to production activities and for operational subcontracting, to ensure reliable, competitive supply aligned with the company’s operational needs.

Ensure effective team management and anticipate the teams’ skills needs to strengthen the company’s competitiveness, create sustainable value and respond with agility to customer needs and market developments.

As Customer Service Manager, your responsibilities will include:

• Build (and, where necessary, recruit or dismiss team members), lead, develop and inspire a Customer Service team, providing guidance, coaching and support to foster their growth and development.
• Set clear objectives for the team and individual employees, aligned with the organisation’s vision, business strategy and values, and support them in the transition of Customer Service towards a product-oriented approach.
• Lead initiatives to develop and maintain team members’ technical and application-related skills and customer knowledge, and improve team productivity, the quality of delivered products and overall performance.
• Conduct regular performance reviews, provide constructive feedback and identify opportunities for skills development and career advancement.
• Promote a positive and inclusive working environment that values diversity, equity and inclusion.

Customer service and relationships

• Ensure comprehensive administrative management of customer files and documentation, from Production instructions to invoicing, to deliver a service that meets the defined quality criteria.
• Ensure accurate and timely invoicing, closely monitor payments and payment reminders, and ensure that customers receive high-quality service and that their questions and concerns are addressed effectively and professionally.
• Ensure effective management of customer requests and complaints across various channels (telephone, email, customer ticketing, online chat, etc.), consolidated through the ticketing tool, to maintain customer satisfaction at all times.
• Ensure transparent, effective and constructive communication, and work closely with Service Delivery, Operations, Sales and SA-PM to ensure deadlines are met according to the criticality of the customer issues to be resolved and to improve the overall customer experience.
• Build and maintain professional and constructive customer relationships, support customers in finding the best response to their needs within a product-oriented approach and, where necessary, intervene in difficult cases to maintain customer satisfaction at all times.
• Analyse customer data and feedback, monitor activity by product and customer, and contribute to profitability analysis in collaboration with Finance and Sales to identify trends and opportunities for improvement and growth.
• Develop and monitor key performance indicators (KPIs) to assess Customer Service effectiveness and continuously improve the quality of customer service.

Control and continuous improvement

• Implement the internal policies and procedures required to establish a Customer Service organisation based on a product-oriented approach, ensuring operational excellence, service quality and compliance with deadlines.
• Ensure compliance with quality standards and company policies, identify and implement relevant quality controls, and introduce the necessary corrective and preventive actions to continuously improve service quality.
• Take ownership of Customer Service projects, including continuous improvement initiatives, to improve team efficiency and service quality.

Purchasing management

• Define and implement a purchasing strategy for consumables (paper, envelopes and cardboard) in collaboration with Procurement, aligned with company policy and incorporating economic, environmental and regulatory considerations, to ensure sustainable, optimised supply that meets operational needs. Identify, select and evaluate suppliers, prepare and manage tendering processes, and negotiate contractual terms to ensure service quality, competitive offers and lasting supplier relationships.
• (SAM/SECO responsibilities) Analyse expenditure, monitor the purchasing budget, establish performance indicators and propose improvements to control costs, optimise margins and support the company’s financial objectives.
• Verify that purchased products and services comply with internal, regulatory and environmental requirements, address incidents and contribute to risk management (DRP/BCP) to secure the supply chain and maintai