Customer Service Manager
- Job ID:CSAB1026
- Date:09/03/2008
- Location:Mississauga
- State:Outside of U.S./Canada
- Degree:B.S./B.A.
- Salary:Not Specified Why?
- Job Types:
-
Cust. Service Mgr.
Job Description
Purpose In Cadbury Schweppes we work together to create brands people love. You will contribute to this by managing a team of customer service team members responsible for all aspects of Customer to Cash for Beverage. This customer-focused team will be responsible for day-to-day operations covering all aspects of Order Management, Billing, and Collection.
Accountabilities •Accountable for the overall management of customer service team. This includes selection, training & development, performance management, salary recommendations, employee relations, demonstrating leadership and modeling coaching behaviors, etc. •Implement the strategy as developed by the Customer Solutions leadership in conjunction with C2C process owners to meet the needs of the commercial agenda. Communication of these strategies would involve attending stakeholder meetings, sending reports, presenting to internal customers. •Translate Company Order to Cash strategy into functional goals and implement programs to enable effective leadership of the team. •Consult, advise, train and motivate diverse group of direct reports in support of Company financial plans and expectations of the customer service management. •Provide priorities to team members to ensure focus is in line with Company’s Order to Cash Strategy and meet Customer Solutions corporate Key performance indicators (KPI). Working knowledge of Master Data would be an asset. •Predictable and consistent achievement of all order and financial accountabilities to ensure teams support of the overall sales plan deliverables. •Ensure that all Customer Service Team Members develop skill sets to efficiently collect on open receivables to continually manage DSO (Days Sales Outstanding) to budgeted expectations. •Maximize trade relationships and effectively and completely handle all customer/broker/sales inquiries. Ensure team’s commitment to outstanding customer service, continuous improvement, development of internal and external partnerships, and development of customer/broker/sales partnership. •Responsible for the team’s commitment to order management relative to ensuring accuracy of pricing/deals, delivery dates, plant selection, risk management, and follow-up to ensure timely delivery and payment. •Identify cost-effective improvement opportunities and innovative ways of doing business. Follow-through with supporting facts and data relative to feasibility as well as with implementation of such opportunities. •Project Management as delegated by the Team Lead Customer Services. •Generate reports to measure team’s performance and overall performance against budget. •Manage third party customer service support tasks
Pre-Requisites In order to succeed in this role, it is expected that you will have: a)5-7 years practical customer service, finance and sales experiences with at least 3 of those years in a management capacity b)Project Management experience c)Influencing skills d)Leadership skills e)University Business Degree or certified college degree f)Energetic Self Starter with outstanding customer service and organization skills g)Verbal and written communication skills (bilingual would be an asset) h)Multi-tasking capabilities i)Working knowledge of SAP/APO software platforms j)Working knowledge of Microsoft Office and Lotus Notes/Outlook
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