Customer Service Manager and Pricing Coordinator - Riri Zippers

Customer Service Manager and Pricing Coordinator - Riri Zippers

Your Responsibilities:

• Set team priorities and workflows to meet agreed levels of service and customer satisfaction.
• Guarantee hands-on support in daily customer care activities by managing directly high-priority and escalated cases and relationships with top customers.
• Work closely with the logistics and product teams to correctly prioritize orders and ensure smooth and timely product deliveries.
• Work closely with IT team to ensure customer care tools are set to support team’s efficiency.
• Serve as ‘Voice of the Customer’ across the company and ensure processes are constantly reviewed to meet customers’ expectations.
• Keep all training materials updated and manage onboarding training of all new team members.
• Measure team performance through relevant metrics and set-up forecasting capabilities to staff the team correctly.
• Create procedures to improve CS processes resulting in higher internal and external customer satisfaction.
• Along with the management team, design the medium and long term service strategy.
• Directly coach, sustain, supervise monitor and provide feedback to the team.
• Troubleshoot and resolve billing technical issues and customer complaints.
• Support the Sales Teams in the preparation, of commercial offers by evaluating margin impact according to company pricing strategy.
• Mantaining General Price List for zips
• Manage and supervise pricing analysis to support activities inclusive of new price generation, general margins improvement, discrepancy resolution etc

Your Profile:

• Proven working experience as Customer Service Manager (people management)
• Experience in providing customer service support
• Proficiency in English and French
• Good computer skills in SAP (SD) and MS Office products (strong Excel)
• Bachelor’s degree in business administration or related field

Please apply with your complete CV including all relevant documents via our online applicaton tool

About Oerlikon

Oerlikon is a global innovation powerhouse for surface engineering, polymer processing and additive manufacturing in key industries such as aerospace, automotive, energy, tooling and textiles. We serve as a key partner in enabling our customers to reach their targets for optimizing the performance, function and sustainability of their products and manufacturing processes.
Our solutions reduce emissions in transportation, maximize longevity and performance of tools, increase energy efficiency and advance intelligent material and sustainable polymer processing. These achievements are proven hallmarks of our global leadership.

We at Oerlikon embrace diversity. This is reflected in more than 13,800 employees, representing over 93 nationalities and our presence in more than 38 countries and 207 locations worldwide.

Learn more about Oerlikon:
Be curious - join Oerlikon
https://www.oerlikon.com/en/brands/

About Oerlikon Luxury

Oerlikon Luxury, the business unit part of Oerlikon’s Surface Solutions division, is a global leader for the production of metallic parts for the fashion luxury industry. The business unit is an expression of Riri technologies and expertise through the specificities of two brands: Oerlikon Riri, which includes zippers and buttons branded Riri and Cobrax respectively, and Oerlikon Fineparts, which presents a combined offer with regard to metal components and fashion jewels, bringing together the companies from Tuscany recently acquired by Riri (Amom, DMC and CMH) and the French company Coeurdor.

Oerlikon Luxury, headquartered in Mendrisio (CH) counts approximately 1500 employees in 12 sites located in Italy, Switzerland, France and Portugal as well as sales offices in New York, Paris and Shanghai.