QUALIFICATIONS AND JOB DESCRIPTION
We are looking for a highly motivated Customer Service & Tender Managerwho will report to the Head of Sales and will coordinate and manage the Tender and the Customer Service departments.
The job role will include the following activities;
Responsibilities
- Responsible for improvement and streamlining processes ensuring maximum business support to establishing customer service department.
- Directing, optimizing and coordinating full tender cycle also controling regularly.
- Actively engage and contribute to current operating metrics and in long term planning and; strategy.
- Constantly seeking to value-add to current process, information system, and business growth.
- Create analytical models to support business cases and ad-hoc decision-making.
- Analyses sales and other reports that give insight into how a product can make adjustments to improve performance
- Leads performance and continuous improvement projects and builds efficient operating mechanisms to seize commercial opportunities at relevant department constantly.
- Define and implement global procedures, guidelines and forms into the company
- Improves tender management processes in-line with recognized best practices.
- Oversees the whole Tender ; Offer process, ensuring quality, compelling tender are submitted in a timely manner. For complex tender, supports the operational teams on the process.
- Supports the business highlighting the specific technicality and tender/Quote requirements and all aspects of proposal preparation.
- Ensures offers delivery according to customer requirements and Sales/Service department recommendations.
- Planning and managing all customer processes and lead or supervise a team of customer service staff
- Investigate and solve customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants
- Analyse statistics or other data to determine the level of customer service your organisation is providing
- Develop feedback or complaints procedures for customers to use and improve customer service procedures, policies and standards for your organisation or department.
- Directly responsible for the Call Center working in co-construction with the clients and stakeholders.
Qualifications
- At least of 5-8 years in years in similar role with experience in one among Customer Service and Tender and Offer department.
- Proficiency with full Microsoft Office, SAP knowledge is necessary.
- Outstanding problem solving skills.
- Customer centricity approach.
- Results orientation and research of excellent standards.
- Strong leadership/management attitudes.
- Excellent written and verbal communication.
- Strong flexibility and adaptability.
- Strong team-work orientation and company integration.
- Integrity in everything he/she does.
- Fluent English.
- No military obligation for male candidates.