Customer Service Manager

Company Description

Saica Group offers sustainable paper solutions for the manufacture of corrugated board and flexible packaging, promoting circularity in waste management. With more than 12,000 employees and a presence in 11 countries (Spain, France, Italy, Portugal, the United Kingdom, Ireland, Turkey, Luxembourg, the Netherlands, Poland, and the United States), Saica Group has four business lines: the production of recycled paper for corrugated cardboard (Saica Paper), waste management and environmental services (Saica Natur), the production of corrugated board packaging (Saica Pack), and flexible packaging (Saica Flex).

Job Description

• Provide the highest levels of customer satisfaction by leading the team and coordinating with all departments.
• Support External Sales on E2E project identification and delivery.
• Monitor and manage order intake to ensure fulfillment of specific requirements such as minimum order quantities, prices, delivery times, origination costs payback, stock management, etc.
• Coordinate actions with other departments (logistics, production) to fulfil customer expectations on service (OTIF) and ad hoc assistance.
• Manage accounts to maximize sales volume and profitability.
• Deal correctly with customer requests (pricing policy, claims, samples, sketches, specifications, offers, general information, website training).
• Maintain up-to-date information concerning customers in the company Management System (GPT, SSS, SAP, etc.).
• Participate in the definition and follow-up of customer account plans, supporting data collection.
• Attend meetings with Sales Representative, Plant / Regional Sales and Commercial Manager (Tier 1 meeting).
• Sustain the Group’s Management System relating to sales and commercial activity (SSS, GPOT, SDS, SDP).
• Promote use of web-based ordering by customers.
• Attend and contribute to major customers review meetings.
• Secure processes for subcontracting the conversion of some goods for sale to satisfy customer needs.
• Participate actively in the problem solving process when analysing customer claims related to Service issues / non conformities.
• Define and be responsible for the implementation of working instructions aimed at improving the efficiency of the customer service team.
• Work with Plant management team to drive and improve customer satisfaction.
• Identify deficiencies in skills among the managed team and coach and train to improve capabilities.
• Lead the definition and implementation of induction training for all new members joining the team.
• Participate actively in own training program definition and implementation.
• Lead the annual appraisal of team members with the Sales Manager.

Job Requirements

• You are a team-player, support colleagues and share ideas.
• You want an inclusive workplace that promotes and values diversity.
• You have high standards, want to achieve good quality and great service.
• You are self-motivated to improve and achieve, open and transparent.
• Specific skills or experience requirements will be shown in the job description.

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