Customer Service & Excellence Manager

As pioneers and global leader, Hiab is ambitious to write forward our success story, inspiring and shaping our industry. The world in which we operate with our class-leading products, intelligent services and innovative digital solutions is constantly changing.

The Customer Service & Excellence Manager is responsible for leading and developing the customer service team to provide an outstanding customer experience. The role focuses on improving service efficiency, optimizing processes, and ensuring seamless execution of customer interactions through SAP, Salesforce, and other digital tools.
This position will oversee the management of customer queries, order processing, service scheduling, and communication to ensure customer satisfaction and retention while also driving service revenue growth and operational excellence.

Customer Experience & Service Delivery

1. Lead and develop the customer service team to provide best-in-class support to customers and internal stakeholders.
2. Manage customer interactions across all service touchpoints, ensuring timely and effective issue resolution.
3. Utilize Salesforce and SAP to track, monitor, and improve customer engagement, response times, and satisfaction.
4. Implement service process improvements to enhance customer experience, retention, and Net Promoter Score (NPS).
5. Ensure smooth handover between sales, service, and customer support teams to avoid delays or miscommunication.
6. Drive ASC partner collaboration to improve service response times and efficiency.

Operational Efficiency & Process Improvement

1. Enhance service workflows through automation and process optimization.
2. Work closely with the service planning team to ensure accurate and timely service scheduling.
3. Ensure invoice accuracy and timely processing, reducing backlog and disputes.
4. Develop new reporting metrics for tracking service delivery performance and efficiency.
5. Monitor and improve WIP (Work in Progress) management, PO tracking, and service SLAs.
6. Identify opportunities for cost reduction and operational efficiency.

Team Leadership & People Management

1. Lead, coach, and develop a high-performing customer service team.
2. Set clear performance targets and KPIs, ensuring accountability and continuous improvement.
3. Provide ongoing training and development to enhance team skills in customer engagement, problem-solving, and technical knowledge.
4. Foster a customer-first culture and promote collaboration across teams.

System & Data Management

1. Leverage SAP, Salesforce, and Power BI to drive data accuracy, visibility, and reporting efficiency.
2. Ensure real-time tracking of customer interactions and service requests.
3. Work with IT and Digital Teams to optimize CRM and service management platforms.
4. Develop dashboards and reports to provide insights into customer satisfaction, response times, and service KPIs.

Stakeholder Collaboration & Communication

1. Act as a liaison between sales, service, finance, and technical teams to ensure a smooth customer experience.
2. Collaborate with ASC partners to drive service performance and streamline processes.
3. Maintain strong relationships with key customers, ensuring their expectations are met or exceeded.
4. Implement a structured communication strategy for customer updates, service campaigns, and issue resolution.

Qualifications

A Bachelor’s degree in Business, Customer Service, or a related field is preferred, but relevant experience will also be considered.

Competencies & Skills Required

1. Customer-first mindset with a strong passion for improving service and customer experience.
2. Proven experience managing customer service teams in a technical or service-based industry.
3. Strong expertise in SAP, Salesforce, and digital customer service tools.
4. Ability to analyze data, identify trends, and implement process improvements.
5. Exceptional communication and stakeholder management skills.
6. Experience in team leadership, coaching, and driving team performance.
7. Strong organizational skills and the ability to prioritize multiple tasks in a fast-paced environment.
8. Experience with process improvement methodologies (Lean, Six Sigma, etc.) is a plus.
9. Proven experience in a customer service, service operations, or customer excellence leadership role.
10. Experience in managing customer interactions and service delivery in a technical, engineering, or service-driven industry.
11. Experience in team leadership, performance management, and customer engagement strategies.

Hiab is part of Cargotec

Hiab is a leading provider of smart and sustainable load handling solutions. We are committed to delivering the best customer experience every day with the most engaged people and partners. Hiab's premium equipment includes HIAB, EFFER and ARGOS loader cranes, MOFFETT and PRINCETON truck mounted forklifts, LOGLIFT forestry cranes, JONSERED recycling cranes, MULTILIFT skiploaders and hooklifts, GALFAB roll-off cable hoists, tail lifts under the ZEPRO, DEL and WALTCO brands, and HIPERFORM, a suite of smart solutions. As the industry pioneer, Hiab continues to make load handling smarter, safer and more sustainable to build a better tomorrow.

Hiab is part of Cargotec Corporation. Cargotec's (Nasdaq Helsinki: CGCBV) sales in 2023 totalled approximately EUR 2.5 billion and it employs over 6,000 people.