Manager Customer Support

The purpose of this role is to support the GHX Customer Support model by managing the local Customer Support team for the relevant markets in Europe or UK according to GHX customer standards. The Manager Customer Support supports and manages the team in all operational day-to-day business activities.

This role partners with other GHX departments, Customer Care teams and customers to facilitate issue resolution and to advance the support processes and operations in order to drive our customer satisfaction and experience. The role has a direct impact on the overall GHX Customer Experience in supporting customers in handling their supply chain.

Key duties:

This position is responsible for, but not limited to the following duties:

• Manage and lead the local Customer Support team, supporting them in understanding and managing customer’s expectations by investigating, analysing and solving customer issues
• Performs employee performance evaluations, and develop employees by coaching, training, and mentoring
• Provide management visibility to work progress and risks associated with operational excellence, customer satisfaction and profitability.  This includes monitoring, and reporting on tracking tools, scorecards, project status etc. of the team and escalating to management when necessary
• Ensure the team implements efficient, predictable and repeatable methodologies and best practices
• Conduct capacity and workforce planning and analysis to ensure optimal staff planning levels against a centralized schedule and provide proactive visibility into potential bottlenecks
• Explore and drive business improvements to ensure efficient work streams
• Communicate and align with all stakeholders (other Customer Operation departments, Sales, Support, and Product Management teams) to manage customer risks and issues, and manage any escalations and related solutions with these stakeholders to ensure customer satisfaction
• Set-up Key Performance Indicators (KPIs) & Strategic Initiatives such as C-SAT, OLA, Processing Timeliness, Knowledge Centered Support (KCS), Major Incident Process and others
• Act as local escalation point for operational tasks for team members, internal stakeholders and customers
• Ensure and optimize specific support for Tier1 customers, e.g. regular status update calls and ad-hoc support calls, process optimization, follow-up training after implementation of new products
• Provide operational expertise, best practices and performance trends to internal work groups and teams, focused on enhancing current procedures and creating efficiencies
• Occasional travel to other GHX offices

Competencies:

• Proficient in the use of Microsoft desktop products
• Excellent organizational skills with excellent attention to detail, ability to optimize and implement efficient processes
• Customer-focused and solution orientated
• Self-motivator and initiative taker, driven, with a desire to improve
• Able to take initiative to improve team performance
• Ability to prioritize conflicting demands
• Stress resilient
• Ability to convey difficult messages
• Positive attitude, people-management skills, strong ability to multi-task
• Strong interpersonal skills with ability to build trustful, constructive and effective relationships
• Excellent communication skills (English and German), both written and oral
• Lives the GHX values: Collaborate, Innovate, Inspire and Grow

Qualifications and Skills:

• Bachelor’s degree in business, or equivalent combination of education and work experience.
• Minimum 5-7 years’ experience in Customer Support within the Technology Sector (experience with general support processes)
• Comprehensive understanding of Client/Server network structures and data handling e.g. database structure, file formats
• Experience in a functional lead role (teams or projects)
• Solid understanding of complex enterprise application environments
• Minimum 3 – 5 years’ experience with CRM system tools, preferably Salesforce