Retailer & Consumer Care Manager (M/F)
About usAbout us The Customer Care department consists of a Retailer Care department (sales backoffice) and a Consumer Care department. The Retailer Care department deals with orders, wins additional telephone sales, and maintains contacts with clients. They also form the crucial bridge between customers, the external sales force, and colleagues from other internal Dorel disciplines. The Consumer Contact department ensures that questions, complaints and comments from consumers about our brand products are dealt with professionally. They form the contact point for consumers, arranging for the professional dealing (and administration) of written, verbal, and online questions, complaints and comments about our brand products. They also represent Dorel at consumer fairs. We are now looking for a strong, process driven and proactive Customer Care Manager (m/f) to lead and further professionalize our Portugal-based Retailer and Consumer Care teams. This is a fulltime position, based in our office in Vila do Conde, Portugal.
Your missionAs R&CC Manager it is your mission to insure that you and your team build up or maintain an excellent commercial advisory relationship with our customers and insure that we achieve our commercial targets in an optimum way.
Key responsibilitiesThe R&CC Manager is responsible for the timely and effective implementation of customer operations activities and making the sales office departments more professional. You do this by optimizing support processes and implementing new processes. You translate sales-related strategic decisions into plans and then implement them. You exercise day-to-day management over the Sales Office and Consumer Contact departments. Managing Creation of parameters for a healthy working climate and providing properly functioning departments, matching people and resources. You directly manage the Team Leader Retailer Care and are indirectly (but ultimately) responsible for all members of the department (15). • arranging for a proper allocation of work • responsible for preparing and implementing procedures • holding performance and assessment meetings • making proposals for systematic improvements to structure or processes, and may implement these. You will: • be the point of contact for some key accounts within the Retailer Care department • participate in projects of an operational nature, related to work in the Retailer Care department • help Sales Managers to provide a good tandem function between internal and external services • initiate campaigns to improve sales. But also: Projects Drafts plans and implements these for strategic, sales-related projects with a view to systematic improvement of the structure or processes. Sales Providing input for the implementation of the sales plan so that, at the very least, the sales targets are achieved. Synergy Close collaboration with the Sales Manager and Key Account Managers, so that customer relationships are optimum and sales targets, at the very least, are realized. Relationship management Building up and maintaining a good understanding with the client, so that the client is and remains satisfied. In this position you report to the Customer Care Manager Europe, based in the Netherlands.
Your profile• Fluent (as native) in French and English is a must. Working knowledge of any other European language is a bonus. • Higher education working and/or thinking level • A total of 5 – 10 years relevant experience, of which a least 5 years’ experience within a ‘Customer Service’ or ‘Commercial Back Office’ department in a service-oriented environment. • Experience with complaint handling, invoicing, order-entry, backorder processes and other comparable activities • Demonstrable success as a people management is a must • Remains efficient and effective under constantly changing conditions • Experience within an international environment / organization • Open mind-set to different cultures. • Team player with a positive disposition and ability to inspire others • Can think strategically while at the same time acting operationally • Lead by example, Enthusiastic, Flexible, Open and honest.
Are you ready to grow with us?The people behind our products and brands make Dorel Juvenile an even stronger company. We are extending our leading market position and believe team spirit, personal drive, and accountability can make a real difference in achieving sustainable growth. This is essential to our future. We invite you to grow with us! Send your resume in English. Only the candidates with the pretended profile, will be contacted in two weeks’ time.
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