CUSTOMER OPERATIONS MANAGER (LV)

Hungary - Budapest

Tech People is a European provider of technical skills permanent recruitment and temporary contracting services for multiple industries.

Currently we are looking for

CUSTOMER OPERATIONS MANAGER (LV)

Location: Budapest

Package: competitive salary + yearly bonus + cafeteria

Type of employment: employee

Main tasks:

Leading, motivating, and managing a team of customer service representatives, setting performance expectations, providing support, and fostering a positive and productive team environment.
Ensuring that customer-focused supply chain operations run smoothly and efficiently, optimizing workflows, managing resources, and resolving operational bottlenecks to meet service level agreements (SLAs) and key performance indicators (KPIs).
Identifying opportunities for process improvements, develop strategies to enhance external and internal customer satisfaction, reduce costs, or improve team performance, implementing new tools, systems, or procedures.
Developing and implementing process enhancements, automation, and standardization to optimize efficiency and enhance the customer experience.
Monitoring customer feedback and ensuring that the team addresses issues, complaints, or queries in a timely and effective manner, leading to increased customer satisfaction and loyalty.
Managing specific supply chain and customer service related projects to improve customer service, operational efficiency, and overall customer experience.
Change management: planning, communicating, engaging the team, handling resistance, tracking progress, and evaluating outcomes. Ensuring a smooth transition to new ways of working.
Tracking team performance against KPIs, preparing reports, and analysing data to ensure targets are met.
Working cross-functionally with other departments such as sales, marketing, production and supply chain teams to ensure a seamless customer experience and resolve customer issues that may require attention from other parts of the business.
Providing guidance, training, and development opportunities for team members to improve their skills, ensure consistency in service delivery, and promote career growth within the team.
Handling complex supply chain, customer issues or escalations.

Requirements:

Degree in Business Administration, Communications, Logistics or Commerce;
5-8 years of relevant work experience (Supply Chain, Customer Service Manager, Customer Care Group Leader, Inside Sales, International Logistics, Transportation, Order Management, Pricing, Sales Support, B2B, Distribution, Production, Trade, SSC) preferably in Pharmaceuticals, Life Sciences, Health, Medical Devices, Medical Equipment Manufacturing, Plastics or Food, Beverage sector;
Experience in understanding connected processes in Supply Chain area;
Fluent ENGLISH (and native Hungarian) language skills;
Experience in CHANGE MANAGEMENT, team leading (5-10 people) and process improvement;
Strong analytical and problem-solving skills;
Excellent communication and interpersonal skills;
Ability to collaborate effectively with cross-functional teams;
Proficiency in data analysis and reporting tools, preparing PPTs;
Familiarity with customer service software and CRM systems;
Detail-oriented with a focus on quality and accuracy;
Have skills in change-management and confirming work in a fast-paced environment;
Knowledge of customer service best practices and industry trends;
Strong organizational and project management skills;
Process improvement mindset with a drive for results;
Proactive, customer-centric mindset.

To apply for this opportunity, please register your CV, or for more information call +36 30 426 8308.