Commercial Service Business Manager

Haarslev is an innovative company that provides powerful processing solutions engineered to benefit the global environment. We apply many different technologies to help and enable our customers to create a cleaner, greener and more sustainable future. As part of this remarkable journey, we are looking for a Commercial Service Business Manager.

The job

The role of the Commercial Service Business Manager - US is to lead our internal customer service activities along with proactive service functions for the commercial aspect of the entire service delivery process, this includes – all direct and indirect customer facing roles within the Commercial Service team. The Commercial Service Business Manager will manage all customer service functions within Haarslev US, working closely with operations and supply chain to achieve on time deliveries, revenue goals, and execution of the service delivery process. The Commercial Service Business Manager is ultimately responsible for executing the agreed service sales and aftersales tactical plans for the US in close cooperation with the relevant management structure. The Commercial Service Business Manager is familiar with the Rendering Industry.

You will report to the Director of After Sales and be a part of the After Sales team in North America. 

Tasks and responsibilities

• Develop, build, and grow the North America service and aftersales presence ensuring customer satisfaction
  
• Ensure that 360 degree of customer care is being achieved
• Responsible for the operational excellence of the customer “Journey”
• Process-oriented mentality with a desire to streamline, define with Standard Operating Procedures, and maintain internal customer service delivery processes
• Achieve and set monthly, quarterly, yearly goals and targets that will affect set KPI’s
• Supervising day-to-day activities for the group of employees who engage in the Aftersales and service relationships with the customer
• Analyze customer data, technical market data, and competitor data to translate these into feedback for the service organization and the rest of the internal organization (Aftersales, Innovation, Sales, Supply Chain)
• Draw up the tactical and operational market plans for each territory, lead/participate in strategic planning, create and monitor annual operation plans and a market approach plan
• Analyze account base and develop an approach towards the Customer. Dissect conclusions, develop, and deploy strategic initiatives for the benefit of our customers and Haarslev
• Facilitates good relationships with Aftersales, cross-functional departments, and product experts to build and realize opportunities for enhanced customer engagements, process improvement, and business objectives
• Responsible to work with Aftersales Director to identify, develop, and build structure around service products or programs
• Maintains strong customer focus to ensure outstanding customer experience thus securing the organization’s goals for growth, sales, profit and efficient service delivery and utilization
• Monitor/collect customer satisfaction feedback and provide this information back to the Haarslev organization
• Assure that CRM and ERP tools are used – defining, improving, and maintaining Standard Operating Procedures for information integrity

OTHER JOB FUNCTIONS

• Provide other duties as assigned by the Aftersales Director
• This role might require to be part of the team and function as such, the Commercial Service Business Manager could also be responsible for the day-to-day activities within the group and play an active role with escalations as they arise

Requirements

• A Bachelor’s Degree or matching experience
  
• Must have a proactive approach mind set.
• Must be process minded and able to comfortably develop and implement service delivery process.
• A service minded self-starting individual, who can manage time effectively and achieve agreed goals
• Knowledge or experience in the field of rendering is a must
• Excellent interpersonal and communication skills as well as the ability to handle multiple tasks and priorities
• Strong written and verbal communication skills
• Attention to detail, excellent organizational skills and accuracy is a must have; strong analytical mindset, problem solving skills, technical aptitude, and the ability to work effectively in a team environment.
• Must be adaptable and be able to consistently deal with ever-changing conditions
• Excellent communication skills, able to work in a team environment and interact with internal departments is essential.
• Be willing to be on call after hours as needed.