Service Manager
International German company in search of a talented Service Manager for Russian region
Main tasks of the Position:
- Define partner service standards for company and ensure organization orientation towards Partner needs;
- Assess partner experience based on internal and market benchmarks, define partner experience elements and strategy, plan and execute it;
- Ensure partner experience KPI are in agreed for organization level including service level for call center, turnaround time for delivery, claims resolution speed and quality, order placing experience, partner survey;
- Lead service team: call center, partner relations, order processing, claims, partner support;
- Drive organization development in service area - service trainings, workshops, updated standards;
- Budget management of growing organization.
Professional experience and special competences:
- 3 years + relevant experience in operations with team management and KPIs improvement;
- Call center management is a plus but not mandatory;
- Higher education – bachelor degree or higher;
- English intermediate + written and oral;
- Strong Excel skills;
- Organized and self-directed;
- Well structured;
- Stress Resistant;
- Capable to work in fast changing environment;
- Good communicator.
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