Customer Service Manager Switzerland / CIC Lead (w/m/d)

von: Essilor (Suisse) SA | Ort: Trimbach
N: Essilor(Suisse)SA

In this important position, you will report directly to the Managing Director EssilorLuxotticaSwitzerland and, after thorough training, you will be responsible for managing the Front and Back office areas across the product categories Frames, Lenses and Instruments.Your scope of work includes leadership, project management, strategic planning and requires close collaboration with various teams at local and central levels.As a Customer Service Manager, you play a crucial role in the development of the service & corporate strategy and contribute to achieving company goals.  

 

Job responsibilities: 

  • Plan, manage and monitor the day-to-day running of Customer Service Switzerland to ensure smooth progress 

  • Having full supervisory responsibility of the Customer Service team including hiring, performance management, coaching, and development 

  • Governance of the recruitment process including conducting interviews 

  • Regularly evaluate the efficiency of business procedures according to organizationalobjectives and apply improvements 

  • Ensuring efficient order processing while meeting quality standards 

  • Oversee customer support processes and organize them to enhance customersatisfaction 

  • Evaluate overall performance by gathering, analyzing and interpreting data and metrics 

  • Ensure that the operation runs with legality and conformity to established regulations 

  • Identifying opportunities to streamline business processes and systems 

  • Working alongside other members of the business to exceed the sales targets 

  • Overhauling customer service activities and implementing minimum standards across all contact with customers 

  • Project management and process control/optimization including communication in coordination with corporate headquarters and internal interfaces 

  • Implementation of technologies and tools to increase transparency and productivity 

 

Experience & knowledge, languages needed 

  • Optical background  

  • 5 years of relevant experience in Customer Service management and leadership of a team of strong professionals 

  • Relevant experience working within a fast paced, quickly evolving organization and manage multiple complex priorities 

  • Previous relevant experience using SAP system to assist and manage customer service processes and activities 

  • Advanced computer skills including Microsoft Excel, Word, PowerPoint and other relevant business tools 

  • Experience developing, implementing, tracking work processes and reporting performance against those processes. 

  • In depth knowledge of diverse business functions and principles 

  • Knowledge of industry’s legal rules and guidelines 

  • Knowledge of data analysis and performance metrics 

  • Solid understanding of financial management 

  • Excellent communication skills in both German andEnglish (verbal, written and presentation), French optional 

  • Customer Centric and Commercial mindset 

 

Competencies & characteristics needed 

  • Excellent organizational, management and leadership abilities 

  • Highly motivated with a passion for inspiring, motivating and developing the Customer Service team 

  • Strong team player with ability to collaborate with all relevant departments and stakeholders 

  • Distinctive problem solving, and analytical skills combined with strong business acumen 

  • Ability to effectively prioritize, demonstrate flexibility and ownership in a fast-changing and matrix environment 

  • Exceptional written and verbal communications skills, as well as strong interpersonal skills 

  • Commercial awareness with an eye for seeing business improvement opportunities 

  • Excellent stakeholder management skills and an ability to communicate complex business ideas 

  • Technical & professional competency 

  • Service-oriented thinking and acting 

N: Essilor(Suisse)SA

Webseite Essilor (Suisse) SA

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