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**Job Title:** Customer Service Manager – Automotive Fleet
**Role Summary:**
Lead a multidisciplinary customer service team within an automotive fleet management operation. Oversee administrative lifecycle processes (vehicle registration, fines, permits, etc.), provide first‑line support to customers, suppliers, and partners, and manage complaints and incidents. Drive operational performance, quality compliance, and continuous improvement while actively contributing to digital transformation initiatives.
**Expected Qualifications:**
- Minimum 8 years of progressive experience in service or customer relationship management, with proven leadership of a team.
- Prior experience managing a customer service function in a fleet, automotive, or related industry is highly valued.
- Strong business acumen, excellent communication, and autonomous, analytical approach to problem‑solving.
**Key Responsibilities:**
- **Team Leadership & Development**: Coach and evaluate managers, set individual development plans, facilitate team meetings and knowledge sharing, and represent the service function internally.
- **Operational Management**: Supervise daily administrative flows (fines, registrations, vignettes, etc.), guarantee first‑line support quality, assist managers on complex cases, and streamline response times.
- **Performance & Reporting**: Define and track KPI/SLAs (response time, quality, satisfaction, productivity), produce weekly and monthly dashboards for senior management, and identify improvement opportunities.
- **Process & Quality Assurance**: Ensure adherence to internal procedures and compliance standards, perform first‑level controls, and champion continuous process optimization, automation, and digitization.
- **Stakeholder Relationship**: Maintain professional communication with internal stakeholders, customers, suppliers, and partners, ensuring a unified and high‑quality experience.
- **Projects & Transformation**: Participate in cross‑functional projects (new services, tools, organisational changes) and support digital transformation and industrialisation initiatives.
**Required Skills:**
- Leadership and team management
- Service operation excellence
- Customer‑centric communication and conflict resolution
- Data‑driven decision making and KPI management
- Process improvement: lean, Kaizen, Six Sigma principles
- Digital tools: MS Office (Excel, Outlook, Teams), CRM (Salesforce preferred)
- Project coordination and cross‑functional collaboration
- Strong analytical and problem‑solving abilities
**Required Education & Certifications:**
- Bachelor's degree in Business Administration, Management, or equivalent (Master’s preferred).
- Relevant certifications (e.g., Certified Customer Service Manager, Project Management Professional) are a plus.