Customer Service Manager

Our client, a trailblazer in the material handling industry, is seeking a dynamic and dedicated Customer Service Manager to elevate their service excellence to new heights.

• Develop and implement customer service policies and procedures to ensure high service levels and standards.
• Ensure effective coordination in service administration, parts planning, warehouse, and workshop management, clearing backlogs at least weekly, if not daily.
• Collaborate closely with the management team (country, area, or sales) to address and resolve customer service issues and complaints.
• Establish and lead a complex problem-solving team, ensuring proper tracking and documentation until issues are fully resolved.
• Serve as a super user in SAP and Salesforce CRM, providing guidance to the team and ensuring data accuracy.
• Implement training, learning, and development programs for each technician to enhance technical competency.
• Conduct monthly performance reviews and coaching sessions in line with the Golden Spanner program.
• Organize on-the-job training (OJT) and mentoring/buddy schemes for new technicians as part of their onboarding process.
• Strengthen the service technician team through apprenticeship programs or other suitable initiatives.
• Drive revenue by monitoring quotation success rates.
• Promote the acquisition of new service contracts and the renewal of existing ones.
• Enhance rental margins through effective cost control measures.
• Optimize the utilization of used trucks by ensuring timely repairs and refurbishments.
• Ensure fast delivery of new trucks with efficient planning, pre-delivery inspections (PDI), and installation of any local options.
• Enhance customer service operations through feedback from internal sales teams and external customers, including follow-ups on Net Promoter Score (NPS) surveys.
• Manage and coordinate customer service projects and initiatives as required by management.

• Extensive experience in customer service management, ideally in a senior or leadership role.
• Demonstrated ability to solve complex problems and manage critical situations effectively under pressure.
• Exceptional organizational skills with a keen eye for detail.
• Proven track record of collaborating with cross-functional teams and building strong client relationships.
• Strong leadership and team management skills, with the ability to mentor and develop staff.