Customer Service Management Lead

Responsibilities:

• Ensure communication between all parties concerned, both inside and outside SGL
  • Act as customer's or prospect's main contact to guarantee satisfaction in line with the SGL company's interests in terms of price, quality and lead time.
• Support salesperson (TSM) in charge of the assigned customer.
• Lead all sales backoffice activities and provide leadership to backoffice team.
• Ensure management and administrative follow-up of sales activities (offers, orders, invoicing).
• Manage and lead follow-up of payments.
• Monitor deliveries in conjunction with shipping, planning and production departments.
• Proactively support all IT tools used with PT10 Sales group:
  • SAP & BW operating system
  • Outlook
  • Internet - SGL Connect intranet
  • CRM (Customer Relationship Management)/ITMLSmart business client
  • Software Word - Excel - Adobe - Power point ...
• Overseeing and leading preparations of quotations for spare parts and services
• Support Sales Managers with analysis and calculation of sales prices for approval
• Support quoting process by managing requests for material availability (reservations) and lead times.
• Overseeing and leading entry of quotations to customers.
• Actively manage follow-up of quotations for spare parts and services.
• Review of received orders, clarification of technical and commercial terms to support Regional Sales Managers
• Overseeing and leading the order entry process and order confirmation process
• Overseeing and leading of intercompany purchases
• Sales & Backlog monitoring
• Preparation of delivery notes in certain cases
• Overseeing and leading billing, invoicing and follow-up under the guidance of Sales Management and Site Controlling.
• Follow-up of overdue payments with customers
• Creation of credit notes and transmission to customers
• Leading the team of Customer Service Managers (CSMs), ensuring that they provide optimum service to customers and Technical Sales Managers (TSMs), in terms of organization, execution and control of customer service tasks, in compliance with global Business Processes & guides lines (SGL), while also being responsible for certain customer accounts (CSM function in tandem with a TSM identical to the other team members).
• Leading all sales backoffice processes in Strongsville.
• Maintaining compliance with SGL regulations during the processing of offers and orders (incl. but not limited to export control regulations; etc).
• Monitoring of KPIs (Key Performance Indicators), managing dashboards, and preparing specific sales reports on request.
• Leads, motivates and supports team members.