Customer Service Manager

Suitable candidate for Customer Service Manager role must have 5+ years of experience in a multinational or reputed manufacturing company (Steel, Iron, Aluminium, Industrial products, chemicals, Machinery, Building materials) and managing a team of customer service reps & internal stakeholders. Experience in Customer Service, Logistics, Supply chain, Sales Operations, and End to End Order Management is a must.

Role is based in close proximity: Sharjah, Ajman, Ras Al Khaimah (budget AED 13,000 - AED 18,000)

Purpose of Job: A customer service manager will ensure that the needs of customers are being met or exceeded. The aim is to provide and promote excellent customer service throughout the organization by offering deep product knowledge, delivering dedicated support, and ensuring a high acceptance rate of SLAs. The goal is to keep the department running in an efficient and organized manner, in compliance with company guidelines and policies.

Role:

• Build and further develop personal business relationships with external business partners and customers. Periodic customer visits, depending on the customer classification and problem definition.
• Build and further develop personal business relationships with internal business partners, keeping close contact with Sales Executives, Local and European Product Managers, Finance Leaders, and Production Leaders.
• Constantly update knowledge of the procedures and processes of the iron and steel industry through self-study and internal and external training.
• Improve customer service experience, create engaged customers, and facilitate organic growth.

Team Management:

• Propose and build a working environment that is diverse, equal, and inclusive.
• Periodically evaluate the organization, identifying missing competencies and pipelining them.
• Implement cascaded corporate objectives and disseminate corporate philosophy.
• Develop customer satisfaction goals and coordinate with the team to meet them consistently.
• Inspire, coach, and mentor team members (team leaders).
• Be responsible for team members’ formal evaluation processes, including career development, salary review, and performance management.
• Monitor resources and utilize assets to achieve qualitative and quantitative targets.
• Recognize and reward the team in ways that help achieve its strategy.

Qualification:

• Bachelor’s degree in business or a related field from an accredited university.
• 5+ years of experience in a similar position in Customer Service or Commercial area.
• Good understanding of the ‘End to End’ order management process and commercial elements, including customer due diligence, creation and maintenance of records, and pricing administration elements.
• Ability to think strategically and execute methodically with attention to detail.
• Experience in people management: recruiting and selection, defining goals, periodic revision and monitoring, evaluation and feedback discussions, talent management, and mitigating attrition risk.
• Strong project management skills and willingness to roll up your sleeves and do whatever is necessary, proven via delivered projects.
• Advanced English language skills.
• Knowledge of an ERP system (SAP) and customer service CRMs.