Customer Service Team Manager

Customer Service Team Manager

Michelin is hiring!

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This role is based in the Michelin Shared Services Center in Bucharest, Michelin Corporate & Business Services, where more than 1000 colleagues deliver excellence in Purchasing, Finance, Logistics, Sales to Customer, Personnel and Service Management.

What will you do?

Manage and develop the team in order to achieve the results related to the team’s mission.

Drive operations and performance by engaging employees towards the achievement of the entity’s objectives and customer satisfaction.

For a given Customer-to-Cash perimeter

Managing and developing team:

• Create an environment, with pairs, that encourages empowerment, collaboration and autonomy for direct team and among teams.
• Guide the team to set objectives, aligned with the objectives of the entity.
• Ensure that the team have the adequate and suitable resources to complete its activities.
• Manage priorities and guides the team to balance the workload according to the defined priorities.
• Develop and supports direct reports' career plans and learning opportunities.
• Provide regular and timely feedback to direct reports’.
• Manage the staffing movements taking into account the expectations of employees, the needs of the team and the entity.
• Apply company policies and procedures in managing direct reports.
• Facilitate change at team level.

Driving operations and performance :

• Help team members understand the broader vision and guides the team towards results achievement.
• Ensure the operations are conducted properly, according to processes, standards, and customer requirements.
• Organize and optimize the means and solutions necessary to meet the objectives.
• Evaluate operations performance against service level agreement in place and ensures corrective action plans are in place.
• Coordinate actions with partners/customers to optimize the performance level.
• Identify the upcoming critical situations in order to anticipate actions.
• Continuously seek to improve performance of operations, customer and employee satisfaction.

Mandatory proven previous experience

• People management experience, with demonstrated ability to lead, develop and engage a team while ensuring clear accountability and delivery of operational priorities.
• Relevant operational experience or strong exposure to at least one of the following areas: Customer Service, Customer-to-Cash, Supply Chain, or Global Trade / Export processes. Previous experience with TSTH and/or Export processes would be considered a strong advantage.
• Strong data-driven mindset, with the ability to work comfortably with Excel, Power BI, operational reports and performance indicators, translating data into meaningful insights, identifying trends and correlations, and connecting operational information to business priorities and actions.
• Hands-on leadership is an essential expectation of the role. The manager is expected to maintain close proximity to daily operations, actively contribute to problem solving and prioritization, keep close collaboration to the sales and supply chain teams, and develop a strong understanding of the team's activities and challenges. This is not a purely supervisory role; operational involvement and the ability to connect day-to-day execution with broader business objectives are key to success.
• English - B2 mandatory

In Michelin we offer:

• Hybrid way of working;

• A customizable benefits package with options to choose: gym access, medical or dental services, private retirement pension, deduction of public transport costs, cultural activities vouchers etc.

• Private medical subscription;

• Life insurance;

• Lunch vouchers and discounts;

• Deduction of vacation costs.

How we recruit:

Once you submit your application, one of our recruiters reviews it. If your profile fits our role:

• We have a phone call to get to know each other;

• We hold assessments to see your language skills and competencies;

• We meet in a face to face (or online, depending the context) interview, with a recruiter and the hiring manager.

Pass all stages with flying colors, and we’ll send you our offer.

LET’S INSPIRE MOTION FOR LIFE

Where do success and ideas come from? We strongly believe they come from collective intelligence.

Our talents, people and employees are the source of purposeful and sustainable innovations. That’s why we care about developing and enhancing their strength, and we ensure them a tailored professional journey across units and countries.

What drives us is the spirit of unlimited innovation, which we all possess. Our goal is to cultivate and nurture that spirit, by questioning the status quo, improving our way to do things. Therefore, we are always optimistic as to overcome the challenges of tomorrow.

That’s our mission as an employer: inspiring innovation in all of us, to build a better life in motion for you and for everyone.

Michelin, a leader in the field of tires, is dedicated to sustainably enriching the mobility of goods and people through the production, distribution and marketing of tires for each type of vehicle. It also offers innovative business support services, digital mobility services and publishes travel, hotel and restaurant guides, maps and atlases. Michelin has over 4500 employees in Romania: 3 factories (2 in Zalău and 1 in Florești - Prahova), as well as a commercial network, and a center for shared services, in Bucharest. The office in Bucharest also hosts the coordination center for the Central Europe and Central Asia region.

Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks.
It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases. Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170 countries, has 111,200 employees and operates 67 production plants in 17 different countries.
Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia. In short, whether you look at our mission, our products or our people, Michelin is a company that truly helps you to move forward...

Visit our website to discover more about us www.michelin.com