Customer Service Manager SSC

The Customer Service Manager will be part of global entertainment company that has been designing, developing, manufacturing, and marketing consumer products for over 20 years. Currently, the products are sold in over 70 countries. 

• Manage a team of customer service administrators handling a range of service for customers (B2B - CEE & Russia) and for various types of business (DOM)
• Manage team resources according to current needs and workload with focus on leveraging available resources
• Customer Service areas include order fulfilment, customer service, relationship management, problem resolution, KPI metric review
• Managing order issues such as pricing, shipment, freight, units, proof of delivery (non-exhaustive list) and claims
• Identify discrepancies between forecasted orders, stock and actual orders, setting up priorities based on business needs
• Determining stock availability and allocation of inventory
• Analyze issue root causes and propose solutions
• Document internal procedures and customers procedures
• Set up regular business meeting to review and discuss KPI such as revenue achievement, stock allocation, on-time delivery, sales order reconciliation, program/promotional events, price variance review
• Identify, mitigate, and communicate customer’s program risks and issues
• Driving continuous improvement project to streamline processes internally and with customer
• Ensuring order fulfilment is being executed cost efficient way and in line with budgeted spends
• Support company strategies for growth or expansion into new regions/markets
• Maintain and expand relationships with existing customer to drive business growth
• Collaborate effectively with other departments to resolve problem for the customer
• Conduct customer service training and coach staff

• Work in international environment
• Financial and non-financial benefits