Company:
Our client is a global industrial company based in the region of Basel (Switzerland). In its head quarter the Customer Care Center handles a complex and large portfolio of products and customers. The new Head of Customer Service will be assigned with a challenging entrepreneurial mission to develop and lead this Customer Service organisation to an interesting future.
Duties:
For these main tasks below we are looking for a visionary, strategic thinking and dynamic Senior Manager capable of strongly innovate the team’s value creation.
• Develops and implements vision, service delivery strategy and objectives to improve client satisfaction, revenue retention and productivity for the Customer Service.
• Provides leadership, direction and communication of corporate values and standards, creating a positive and productive work environment for employees resulting in high quality service to customers. Defines and models the coaching and counseling of team members within the Customer Care Center.
• Directs the organization to maximize accountability for the end-to-end process of satisfying customer needs and requirements, including ownership and resolution. Responsible for operational effectiveness of the Customer Care Center.
• Continuously influence the business model to identify and propose ways to improve and simplify the sales and distribution processes and to identify saving potentials in the order process.
• Responsible for developing and maintaining a productive working relationship with all other business units and functional areas.
Requirements:
• University degree in a technical or business subject or equivalent professional experience
• around 10 years of professional experience in operations or commercial/marketing roles
• around 3-5 years in management roles
• experience in developing and implementing business strategies
• excellent communication and coaching skills
• customer focus
• innovative spirit, good judgement, initiative and ability to follow through
• succeed against internal and external pressures
• visionary and persuasive power
• strong leadership
Location: Greater Basel
Languages: English is a must, German is of strong advantage and other languages are desirable
Contact: André Vögtlin / av@mas.ch
