CUSTOMER SERVICE MANAGER (MULTILINGUAL)

• Manage a Customer Service team by providing a leadership role that includes supervising and coordinating the activities of your direct reports
ensuring exceptional customer service and maximizing customer satisfaction
• Act as contact point towards customers and internally within the Order-to-Cash processes and related matters while co-operating with relevant
organizations including Sales, Supply Chain, Business Area Commercial teams, Quality and Finance
• Manage work allocation and ensure execution of customer service in order-to-cash process including maintenance of customer data (including
contracts and products), order entry, order confirmation, monitoring of delivery and invoices, follow-up of customer over-dues and complaints.
• Act as customer contact point as required promoting good relationship with the customers, ensuring daily inquiries are responded to in timely
manner and order requests and ensuring customer promises are kept
• Communicate with plants and Supply chain to ensure smooth process and reliability of service to customers
• Maintain a high standard of employee engagement through training, coaching and education
• Ensure that customer service teams achieve the required performance targets and standards in accordance with the business plan. Monitor and
report progress and performance, provide feedback and take appropriate corrective action.
• Deal with any discipline and grievance issues in accordance with set HR policies and procedures.

• Bachelor’s / Master’s degree;
• Minimum of 2 years of supervisory experience in customer service or sales support;
• Experience from work in SSC environment and process transition are considered as assets
• Fluency in English;
• Good French/German/Italian language skills would be a great advantage;
• Strong working knowledge of Microsoft Office applications;
• Customer Service Oriented – outstanding communication and people skills; energetic and enthusiastic; takes initiative to effectively anticipate the
needs, handle the issues, and resolve the problems of internal and external customers. Views complaints as opportunities; acts as a customer advocate
building relationships and long-term mutual benefit
• Performance focused – proactive self-starter biased to do things before being asked; attention to detail and excellent organization skills; creative
insight into problem-solving; able to multi-task, manage time and balance multiple priorities. Able to work with minimal supervision
• Team oriented – actively promote a cooperative / positive team spirit and respect the diverse contributions of teams, partners and networks; create
and build value for the company and its stakeholders
• Ability to travel

If you’re interested, please send your CV in English to lz[at]afr.lt with subject “CUSTOMER SERVICE MANAGER”. We advise you not to wait until the
deadline of the advertisement as we’re already interviewing. Also if you know someone who would be interested, please share this openly as we have a
couple of vacancies.
Confidentiality guaranteed, only selected applicants will be informed.
For more open positions please visit www.afr.lt (Alliance for Recruitment)