Marketing / Communications

• Location : • Function : Marketing / Communications The is expected to supervise the daily activities of 5-10 Customer Care team associates. This also involves coaching the team to become more agile by adapting to, and supporting, the needs of our internal and external customers. What you'll do : • Supervises Customer Care Specialists to allow for a high level of customer contact, for the purpose of customer satisfaction and sales growth • Fosters strong collaboration to outside sales teams, for joint account responsibilities in managing day to day activities and work with the operations, supply chain teams and other internal facing stakeholders • Challenges the status quo for continuous improvement and drives change by initiating and executing projects as needed – be solution-oriented • Outlines requirements for EDI, tesa PRO and other portal management as needed • Establishes and implements training programs to provide knowledge surrounding tesa products and applications; all while ensuring prompt, courteous, and efficient service (policies, processes and procedures, IT systems) • Establishes and implements internal policies and procedures to fulfil customer specific requirements and to insure efficient department operations, as well as coordination with other functions as necessary • Responsible for customer scorecard collection and reporting. What you'll need : • Bachelor’s degree or equivalent combination of education, training and experience • At least five years of Customer Care / Service experience necessary, ideally from within a manufacturing industry • Curate and develop good working relationships, and communicate effectively with internal and external customers • The ideal candidate will be process-oriented and possess the ability to quickly assess situations and respond appropriately • Demonstrated ability to champion change and implement new processes and procedures • Ability to maintain the balance of meeting the needs of our customer while pursuing our corporate business objectives.