As Head of Customer Services, you are responsible for the overall organization of Trasis’s customer service operations (employees, distributors, and independent contractors). You oversee the entire customer experience within the Trasis Group. You help define the business strategy related to the services and products offered to customers and ensure its implementation.
Responsibilities
* You define the strategy and objectives for your department in alignment with the group’s strategy and ensure their implementation across all entities.
* You anticipate changes within the department and drive the necessary transformations, identifying and managing the critical challenges involved.
* You participate to the BU management committee.
* You oversee the department’s overall performance using key performance indicators, ensuring activity reporting, and implementing necessary actions.
* You inspire and align teams around a shared vision.
* You identify, anticipate, and manage complex situations (conflicts, underperformance) by implementing appropriate actions and ensuring regular follow-up. You implement a talent and skills development strategy.
* You monitor the achievement of objectives and action plans, and ensure reporting on implementation and results.
* You develop and manage, in collaboration with the sales team, relationships with distributors in the area of customer service.
* You help define the company’s products and services. You will contribute to and monitor the development of new products and equipment in collaboration with other departments.
* You ensure the highest level of customer satisfaction worldwide and the proper execution of service contracts.
* You develop and organize internal and distributor training programs to ensure the highest level of service.
* You ensure that feedback collected from users is shared with the relevant departments to improve products and services.
* You proactively develop and maintain close relationships with customers.
* You set your department’s budget and ensure its proper management.
Qualifications
* You hold an engineering degree, a master’s degree in a science-related field, or have equivalent experience.
* You have 5 to 7 years of experience in a similar role, including team management.
* You have a very good command of French and English.
* You take initiative and are capable of making decisions.
* You have strong analytical and synthesis skills. You have excellent written and oral communication skills.
* You are flexible, available, and proactive.
* You demonstrate leadership and assertiveness and have a strategic vision.
* You are customer-, solution-, and results-oriented.
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