Head of Customer Relations Management m/f/d

 

The Customer Service Manager is responsible to supervise and coach the Key Account Coordinators, oversee customer order management processes and ensure key performance metrics are met. In addition, the Customer Service Manager will be responsible for managing a group of key customers to ensure orders are processed and delivered in accordance with customer expectations.   

 

The Key Account Coordinator acts as our liaison between Cybex and key customers, such as Amazon, Nordstroms, Bloomingdales, and independent specialty customers. This position is responsible for developing customer relationships and managing all incoming orders for key accounts. The Key Account Coordinator is also responsible for facilitating and resolving issues with order discrepancies involving shipping, UPC, and pricing working with the sales team to resolve issues. This is a key position that often serves as the focal point for customer operations and interacts with Sales, Logistics, Demand Planning, Master Data, and all other areas of the company as they impact the key customer. Special projects as required.  

 

 Your areas of responsibilities:

• Access, understand and update customer’s database as required.  
• Ensure the seamless setup of new accounts, ensuring accurate billing, shipping, and contact information within our SAP system. 
• Process orders – manual, web-based and electronic.  
• Provide accurate information to Sales Management to assist in decision making of customer allocation.  
• Understand the Customer’s routing requirements and ensure strict compliance
• Manage ship dates and inventory availability, follow up with Logistics to ensure complete and on-time delivery.
• Collaborate closely with finance to resolve payment issues and efficiently manage chargebacks. 
• Address customer enquiries via phone and emails.

 

Your profile of qualification:

• BS Degree preferred or equivalent experience; minimum of 3 - 5 years of experience.
• Excellent Verbal and Written Communication Skills   
• Proficient with MS Office Suite
• Understanding of EDI integration  
• Experience with e-com and retail sales processes  
• Advanced MS Excel skills  
• Strong analytical and process development skills   
• Experience with SAP and EDI