Customer Service Manager - Mississauga, Canada - ALSTOM

ALSTOM

Verified Company

Mississauga, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Req ID:405821

Are you ready to take the next step of your career at Alstom?

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation.

Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions.

Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide.

Purpose of the Job

To manage the Customer Service Team, consisting in Customer Services Officers/Leaders for PARTS &CRO business.

Objective

To manage the Customer Service team for Parts & CRO.

Oversee and monitor all Customer Service activities such as, but not limited to:
Inquiries, RFQs, Quotations, Sales Orders, Repairs, Invoices and Cash collections.

To set priorities to the rest of stakeholders of the Organization linked to Parts Sales. (Procurement, Planning, Quality, Engineering, Warehouse, Sales) and make sure we are all aligned in reaching same objectives.

To support the Customer Services officers and serve as escalation point to issues affecting the department.

Responsibilities and Accountabilities

Lead the Customer Service Team:

Leads the team, with the yearly Objective setting and Performance evaluation. Develop the team, in order to identify their competences and help them manage the areas of improvement, through setting up together a yearly Development Plan.
Monitors and follows up on all the Customer Services processes: Inquiries, Quotations, Sales Orders, Delivery updates, Invoicing and Payment follow up.
Ensures correct data entry in SAP system. Monitor any errors (through Exception reports) on weekly basis and support the team for the prompt resolution/correction. Coach the team in this matter if needed.
Leads weekly team meetings with all Customer Services team. Support the team and help on escalation of issues.
Coaches and leads the Customer Services Officers in their daily relationship with the customers.

Make sure all interactions are in line with Alstom key values:
Agility, Responsibility, and Inclusion.

Supports the Region's strategy on growth for Spare Parts sales and repairs. Encourage the team to support our business with new ideas/strategies on monthly review.
Setting along with Finance and upper management the quotation markups, so it is consistent with the targets for the team and the rules for pricing and margin for the Parts business. Also, be very vigilant on quote validity period, in order to be aligned with suppliers cost validity so we can mitigate any potential negative effect of Inflation.
Closely monitors the Gross Margin at part level during quoting stage. Provide support to the Customer Services Officers in order to coach them on best practices and strategies for improving pricing. (Pricing tool)
Manages customer confidential information, for example customer financial information.
Leads processes for closely monitor On Time Delivery of Open orders. Leading weekly open order reviews and tracking closely orders due in coming months.
Provides realtime feedback on On Time Delivery to the management and work with all other key stakeholders in order to identify potential bottle necks and push for prompt resolution.
Follows up on promptly invoicing creation and push for rapid cash collections.
Set priorities for the rest of the departments based on customer and project needs.

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow's mobility.

That's why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable.

Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations.

Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

Step into the world of new possibilites today

Equal opportunity statement:

Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected.

All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.

**_Effective 29 January 2021, Alstom completed the acquisition of Bombardier Transportation. This is a Bombardier Transportation Legal Entity Position - positions at Bombardier Transportation companies are all members of the Alst