Customer Service Manager

Overview

In billions of syringes and in every second car worldwide, Datwyler components make an important contribution to the safety of patients and drivers. The high-tech company focuses on high-quality, system-critical elastomer components and holds leading positions in attractive global markets such as healthcare, mobility, connectivity, general industry and food & beverage. With over 25 production sites on four continents, sales in more than 100 countries and over 8,000 employees, the company, headquartered in Switzerland, generates annual sales of more than CHF 1,000 million.

Our employees are the heart of Datwyler - we treat each other with respect, trust and appreciation. We have strong roots and values that have been well established in our 100-year corporate history. Become part of our great team as a...

The Customer Service Manager plays a critical role in ensuring customer satisfaction and operational efficiency s role oversees all aspects of the customer service process, from lead generation to order entry. The ideal candidate will bring experience working in the elastomer industry, using direct experience in customer service roles, to lead and coach the regional CSR team. A strong understanding of elastomer products, applications, and industry specific customers is crucial to success in this role.

• Strategic and operational
  • Lead, coach, and manage the regional customer service team to ensure timely and accurate processing of leads, RFQs, and customer orders.
  • Monitor and track the number of quotes generated by each CSR; analyze win/loss rates and provide regular reporting to commercial leadership team. Ensure team is properly trained, proactively create training schedule, communicate system gaps to leadership, etc.
  • Monitor and track lead generation through sales cycle, analyze lead conversion and provide regular reporting to commercial leadership team. Ensure team is properly trained, proactively create training schedule (as needed), communicate system gaps to leadership, etc.
  • Serve as the escalation point for complex customer issues, coordinating with internal departments to deliver timely resolutions.
  • Ensure CSR team is utilizing contract review, ensure adoption of process, proactively provide cross functional leadership with Quality team, lead training as needed
  • Main point of contact for customer surveys, cross functional leadership to ensure completion.
  • Maintain deep knowledge of elastomer products, including materials, applications, and performance characteristics, to support customer needs.
  • Develop and implement customer service policies, procedures, and performance metrics (KPIs) to drive continuous improvement.
  • Support contract review process and quoting functions in collaboration with commercial team.
  • Monitor customer satisfaction and develop strategies to improve the overall customer experience.
  • Ensure all customer data is accurately maintained in the ERP and CRM systems.

• Bachelor of Arts degree with a commercial or technical focus
• 10+ years’ experience of customer service experience in a manufacturing or industrial setting; elastomer, rubber, or polymer industry experience strongly preferred.
• 2+ years of leadership or management experience.
• Knowledge of the production and application of elastomer components is preferred.
• Knowledge of common industry specific requirements and specifications.
• Purposeful, communicative and customer-oriented personality.
• Strong analytical, technical and financial skills.
• Proficient with CRM, SAP 4S/Hana, and Microsoft Office Suite.
• Exceptional interpersonal skills to work cross-functionally and as a team leader.
• Ability to multitask and thrive in a fast-paced deadline-driven environment.
• Technical aptitude and problem-solving skills related to product performance, specifications, and customer needs.
• Excellent writing and verbal communication skills and the ability to communicate at all levels.
• Expert English proficiency (verbal and written).

• Work from a local office space with a dedicated home office space-TBD by Head of Sales Americas
• Willingness to travel to regional Datwyler manufacturing sites, travel to…