Customer Care Manager

At Dytran, we aim to empower the Innovators! Whether you are a colleague or client, our job is to make your achievements more achievable, innovative and sustainable!

In order for us to be able to help our clients to be the best they can be, we need a team of first-class Customer Care heroes to be their go-to person if they need support. Whether they need support with pricing, delivery, Terms and Conditions, or have other ad hoc queries, the Customer Care team will be the face of Dytran when they first get in touch. Through their work qualifying, registering and assigning queries to the most relevant internal department, it will be down to their organizational skills and customer focus that our clients continue to trust us and know that, once they have been in touch with us, they can be sure they are in good hands.

We are currently looking for a Customer Care Manager, to manage a team of Customer Care Specialists, based in multiple sites and covering multiple product lines. Limited travel will be required in the role. A high level of engage across the team is key to success along with the ability to inspire them and motivate them remotely.

You will be part of dynamic team that is linked to a larger global group, and you will interact with customers from various industries and geographical regions. You will work with colleagues across facilities in the Americas, Europe and Asia, and with our factories in the USA and Europe.

Must be a US citizen. Unable to hire anyone who has a visa or will need a visa.

Primary responsibilities

You will be supporting your team to perform & succeed, in line with the company strategy.

Your daily work includes:

• Daily team management, including workload management, back-up and teamwork.

• Supporting your team on the daily business, including customers relationship, escalations, complaints & requests, as relevant

• Responsible for Contract Review and negotiation of Terms and Conditions

• Manage all customer portals for RFQ’s and Sales Orders

• Monitoring Customer satisfaction targets and NPS score of your area, and working with the team to meets targets consistently.

• Develop and improve Customer Care processes

• Ensuring that customer care processes are executed in line with the agreed policies.

• Validating the compliance of your team operation toward the Dytran procedures and processes

• Reporting KPIs and statuses monthly

• Using the continuous improvement and lean principles to optimise the performance.

• Optimizing the collaboration & teamwork with the other teams

• Training and onboarding of your team members

• Leading team meetings, 121s, appraisals, …

Professional qualifications

Successful experience in Customer Care and/or Customer service and/or Sales team. Ability to work under pressure. You feel comfortable with customers from various technical environments, you are efficient, autonomous, and resilient. You have a good business acumen, and you are well organised.

Personal skills

• Leadership & management: you know how to inspire people, strengthen your team and grow your business.

• Strong teamwork skills – you have a multicultural awareness, and you can work efficiently in an international environment.

• Sales and/or Customer Service Experience

• Commercial understanding

• Strong verbal and written communication skills

• Customer satisfaction driven.

• Target and detail oriented, self-motivated, and flexible

• IT Skills – Microsoft Office (Excel, Word, and Outlook), CRM (knowledge of Salesforce is a plus) and ERP (knowledge of SAP is a plus).

• Fluent in English, any other European language would be a plus.

• Excellent organizational skills and strong attention to details

• Aptitude to learn quickly and retain knowledge.

• Ability to multi-task in a fast pace high demand environment

Compensation:

The pay range for this position is $90,000 to $100,000 annually plus 10% bonus. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Actual compensation will be dependent on factors, including but not limited to the individual's qualifications, experience, knowledge, skills, and abilities, as well as physical work location within the state.

We offer

The job will provide you with an opportunity to further your career alongside some of the best and most passionate technology experts from around the world in a leading company within the test, measurement and data analytics industry. You will be a strong contributor collaborating closely with colleagues from various business functions.

At Dytran, we live up to our three values: Be True, Own It and Aim High. We believe in absolute integrity – it’s how we win for stakeholders, the environment and each other. We believe in teamwork and keeping our promises – to ourselves and others. Finally, we believe in being bold and positive. This is how we perform at our best and achieve greater success.

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