Customer Support Manager

As Customer Support Manager, you’ll make sure that the needs of customers are being met or exceeded. Your aim is to provide and promote excellent customer service throughout the organization you work for. You’ll manage the customer service team (5 people) making sure that service standards are being met and problems are resolved.

As CS manager, you will work with all other company functions to ensure a smooth and fruitful collaboration in the site which translates into the best possible customer experience. Your main focus will definitively be related to the support provided by your team from the local site, but you will also work closely with the European organization to leverage experiences and best practices and ensure a consistent approach at PRM level.

**Responsibilities include**:
**Order Entry / Order Management**:he/she is responsible to guarantee a smooth and satisfactory order placement experience and interaction to the sales offices, customers and business partners. The orders should be entered and acknowledged without delay and monitored to ensure the compliance with the requested delivery date as much as possible. He / she will encourage a constant collaboration and communication with all other departments and promote a proactive approach in terms of communication / problem solving / alternative solution offering. His/her main responsibility is to facilitate the Pressure Management bookings by ensuring an outstanding and timely support.

Responsibilities include:

- Order Entry and Order Management for the assigned customers (including change orders);
- Weekly Update to Sales Office, local business partners and customers;
- Initiates the delivery process as soon as the goods are ready to ship (if there are not other constraints such as partial deliveries not accepted, the goods are waiting for inspection etc.).
- Ensures the customer receives all the relevant documentation related to orders (acknowledgements, certificates, drawings, invoices, or other documents if requested).
- Archives the documents relevant to the activity, according to the company’s policy regarding record retention.
- Manages the customer complaints.
- All the activities should follow the Trade Compliance and the local laws

**General Inquiries**: since the Customer Support team should be the main point of contacts for Sales Offices / Customers / local Business partners, we expect the Customer Support Manager to develop and maintain a “think customer attitude” aimed to ensure an outstanding and timely level of support (from the team or through other departments)

**Team Supervision and Organization **includes hiring, training, and supervising the CS staff. His/her main responsibilities include making sure the team is fully trained, has appropriate tools and procedures in place and is working effectively and efficiently.

Responsibilities include:

- Administrative tasks (extra time, leaves, schedule holidays, ensure back up and job rotation etc.).
- Development and implementation of training plans for the team.
- Development of tools and procedures when needed.
- Works with other departments to ensure the correct intra-department flow of information.
- Create metrics to measure the performance of the group.
- Look for continuous improvement in day-by-day work.
- Define team objectives.
- Performance evaluations.

**Knowledge, Skills and Abilities**:

- University Degree nce of the company.y to take with the aim to oe and ability.
- At least 5 years experience in company of the same role.
- Knowledge of Windows, MS office Suite and Oracle
- Fluent English
- Knowledge of Logistic and Transportation sector