Head of Customer ServiceBalikpapan | Job ID 73256

We are looking for the position of Head of Customer to ensure customer satisfaction, organize and support the Customer Service team and to build up and expand the customer service structure within the assigned territory and achieve and monitor the turnover and performance targets.

Your responsibilities

Operational issues:

• Follow-up customers and machines
• Improve customer relationship
• Implement the Customer Service strategy
• Setup and grow the MSC in relation to spares, warranty and service
• Service Contract negotiation up to an agreement
• Active follow up on debitor accounts
• Plan together with the Divisional Manager (service and parts  turnover, personnel, investments, marketing budget, etc.)
• Monitor the actual figures and plan figures using the Prevero system regularly
• Monitor the local competition, price levels and economic development of customers
• Coordinate common issues with the Divisional Manager and the Head of Customer Service from other SOGs in the MSC
• Work activelly together with other MSC’s (shareing rescources, support customers, exchange of experience and best practice, etc.)
  

Communication and Coordination:

• Train and lead the Customer Service staff
• Administrative and organisational duties within the assigend sales companies
  

Human Resources:

• Ensure that systems and software are implemented, utilised and used according to MSC and SOG rules
• Working according to rules with internal software
• Hiring and dismissal of Customer Service employees together with the Divisional Manager and the SOG
• Train and coordinate training for Customer Service employees
• Signing according to signature regulations
• Controlling of local parts stock
• Hire and dismiss staff for the Customer Service department
  

Your qualifications

1. Professional Competence

• Completed technical and commercial education, Management and Leadership
• Experience in a comparable occupation
• Business English fluent in both, spoken and written
• Local language beneficial
• Any additional spoken and written language is considered as an advantage

2. Soft Skills

• Demonstrated initiative to visualize, organize, manage and complete projects in individual and group settings
• Represent the company always convincing and poised
• Ability to interface with all levels of staff
• Demonstrated ability to handle confidential information
• Negotiating and communication skills
• Ability to handle conflicts
• Exact and precise working
• Willingness to travel
• Must maintain a valid driver’s licence and passport at all times
• Assist the company in any necessary duties to achieve company goals
• Perform other related duties as assigned

3. IT-Systems

• Local ERP
• SMS
• LISA
• LWN/MCR - Intranet (LIKV, LISA, LIDA, …)
• SOT
• MyLiebherr
• MsOffice
• SharePoint
• CRM
• Prevero – MCC controlling system

At Liebherr, you can expect a challenging, interesting area of work in an internationally successfull group of companies. We can offer you a secure job with the welfare benefit that a modern company provides and pay that reflects your performance.

Have we awoken your interest? Then we look forward to receiving your online application. If you have any questions, please contact Emma Silasakti.

One Passion. Many Opportunities.