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Customer Service Manager
1 week ago
Company Overview:
Opentap Talent is collaborating with a leading manufacturer of electrical machinery in the UAE, focused on becoming a global provider of power and distribution products for utilities and industry. Leveraging proven designs and technologies through a partnership with prominent European firms, the client is experiencing unprecedented growth and seeks a Customer Service Manager to enhance customer and internal communication processes.
Role Purpose:
This is a multipurpose role; duties include the implementation of all administrative sales and technical support functions in order to support the external sales team and customers, and additionally, it is expected that this person will review and build process enhancements and SLAs/KPIs into the current customer and internal communication and process flow. This person needs to be a true leader that has the ability to step back and see the bigger picture and deep-dive into the intricacies of tactical process steps. Currently, it is expected that this position will have 2-3 internal sales engineers reporting to it.
The role will be responsible for the delivery of the customer satisfaction objectives of the business strategy to enable the delivery of service levels that meet/exceed customers expectations. Proactively manage and support Clients customers to provide the necessary support and development for a customer centric culture and strategy. Position has individual responsibility for the day-to-day management and development of the Customer Service & Technical Support team members.
Primary Responsibilities:
- Develop and manage the customer service team's skills and capabilities.
- Implement a customer-centric departmental strategy and processes.
- Oversee the department's overall effectiveness.
- Serve as the primary contact for internal sales support regarding customer queries and order processing.
- Build and maintain strong customer relationships and provide high levels of service support.
- Coordinate production order schedules with design engineering, supply chain, and operations teams.
- Oversee customer orders from receipt to delivery.
- Ensure business system requirements are fully maintained.
- Act as a liaison between customers, sales team, and operations for all inquiries.
- Manage and communicate dispatch schedules.
- Handle customer communications, general queries, new sales opportunities, RFQ/RFPs, and invoicing.
- Enter and process orders, and manage dispatch schedules.
- Actively contribute ideas to better position the client in existing markets.
Leadership & Communication Skills:
- Exceptional communication skills, adaptable to interactions with local/international customers and internal team members.
- Proven experience in building or enhancing customer service functions within the manufacturing/industrial sector.
- Strong leadership skills to drive transformation and support the client's growth.
Qualifications and Experience:
- 5+ years of experience in customer service management.
- Excellent written and presentation skills.
- Expert knowledge of Windows programs.
- SAP experience is advantageous.
- Fluency in English; proficiency in another European language is a plus.
- Experience supporting international customers in Europe, the Middle East, and North America.
If you have the expertise and passion to lead and transform a customer service function, we invite you to apply and join a company dedicated to innovation and excellence.
Housing + Education + Allowances to be included (per labor law)
(this needs to be confirmed with John)
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