Head of Customer Relations Management

Head of Customer Relations Management

 

USA / Boston

 

CYBEX is at the forefront of innovation, shaping the future of child safety with a keen eye on the evolving needs of modern parents. Our brand is synonymous with excellence, seamlessly integrating cutting-edge design with unparalleled safety features. We offer an array of products, including car seats, baby carriers, children's furniture, and strollers, all crafted to provide parents with the confidence that their children are protected in style.

 

As we continue to expand rapidly, we are seeking dynamic professionals to join our team and contribute to CYBEX's success story. With operations worldwide and a culturally diverse workforce from over 29 nations, CYBEX is a global leader not only in child safety but also as a lifestyle brand that resonates with parents everywhere.

 

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