Description de l'annonce:

About Coats

Coats is the world’s leading industrial thread company. At home in some 50 countries, Coats has a workforce of 17,000 people across six continents.

Coats’ pioneering history and innovative culture ensure the company leads the way around the world. It provides complementary and value added products, services and software solutions to the apparel and footwear industries. It applies innovative techniques to develop high technology Performance Materials threads, yarns and fabrics in areas such as Transportation, Telecommunications and Energy, and Personal Protection.

Headquartered in the UK, Coats is a FTSE 250 company, a constituent of the FTSE4Good Index Series, a participant in the UN Global Compact and a Network member of the Ellen MacArthur Foundation.

Role Purpose:

This role is responsible and accountable for all activities of the Customer Service Team of Morocco and Tunisia, including but not limited to overseeing, leading, inspiring and supporting the team to ensure they are customer-focused and ready to deliver timely and accurate responses and services within the established policies and procedures.

This role is also responsible for building a world class customer service team while planning, coordinating, governing and measuring the activities and performance of the customer service in alignment with the shared vision, strategy and goals of customer service function globally.

Accountability for identifying and leading process improvement plans, converting opportunities into sales and rolling out best practices for stronger, sustainable and profitable growth for Coats also lies with this role. The incumbent of this role will also be part of the country/cluster commercial leadership team

Principal Accountabilities and Key Activities:

-  Build and lead a world class Customer Service Team and being the Customer Service Excellence Ambassador

-  Governance and Performance Measure( Develop KPIs in alignment with the global shared goals of customer service function/Evaluate and performance manage staff in accordance to the established competency framework and shared goals/Responsible for delivering the agreed annual sales targets/budget for the customer service team)

-  People Development and Key customer relationship building

Competencies

-  Understands Coats, its Products and Services

-  Technical Knowledge: (The ability to engage customers in technically driven discussions to address operational or application-based challenges that the customers are facing about one or more of our product groups (e.g. Threads, zips, trims, digital products and Performance Materials). Can apply this knowledge to challenges/issues that customers face (e.g. sustainability) as well as operational challenges. Translates or explains what information means and how it can be used. Provides enough detail to enable understanding.)

-  Upselling and valuing future business

-  Reading Customer’s needs and Handling customer rejection

-  Effective listening and persuasive communication

-  Problem solving & Analytical Skills.

Key Relationships:

Internal :The Manager Customer Service  will have direct collaboration with internal Customer Service team, Commercial team, Operations team (Planning, Supply Chain, Warehouse), Finance team, Technology team, Leadership team

External :The Manager Customer Service  will also be in charge of external relationship with Customers, Forwarders, Courier/Shipping Companies, Customs and other organisations for shipment / delivery arrangement

Education, Qualifications and Experience:

-  Extensive experiencing of managing operational customer service teams

-  Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.

-  Demonstrate ability to motivate and communicate with others at all levels

-  Able to adapt and succeed in a changing environment

-  Evidence of well-developed leadership skills.

-  Work effectively with all peers and key stakeholders of Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements

-  Demonstrate forward-thinking and be visionary of future customer service

-  College graduate and above

-  Good English language skills – written and spoken (mandatory)

-  3 to 5 years customer service manager experience

Good luck to all  candidates