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Customer Service Program Manager

Our client is a global leader in IT Asset Disposition and they are on the lookout for a Customer Service Account Manager on a full time, permanent basis. Based out of their Cork office, the role would ideally suit someone with 3-4 years experience in planning or account management/business development. The successful candidate will have a proven track record delivering effective and efficient customer results, designing and using key metrics to enable decision making that will further company growth.


Key Responsibilities


Whilst the exact responsibilities will vary, the main duties of the Customer Service Account Manager can be summarized as follows;


  • Develop deep understanding of customer requirements and work closely with direct customer base
  • Lead the daily/monthly and quarterly operation that delivers on customer’s business requirements
  • Monitor and control costs in line with contractual price structures
  • Works with cross functional business teams to deliver on goals and objectives
  • Be responsible for process enhancements within the overall customer service group
  • Lead customer meetings (including Quarterly Business Reviews)
  • Communicate operational efficiency to senior management
  • Drive visible performance management, use KPI’s to track progress, monitoring actual performance versus plan promoting awareness to enable improvement
  • Conducting accurate demand forecasting, planning, and delivery - collaboratively with other supporting teams (including external partner base)
  • Identifying and eliminating root cause barriers to accuracy and productivity.
  • Participating in business leadership meetings; developing and driving strategies and programs which improve the competitive position and profitability of the organization
  • Provide support and training to new team members
  • Management of stakeholder expectations


Key Requirements

  • 3-4 years experience managing projects in a fast paced, changing environment
  • Degree or relevant business experience
  • Proficiency in planning, change management and problem-solving, and able to resolve issues of a complex and strategic nature
  • Good commercial awareness - High level awareness of developments in the Information Technology marketplace
  • The ability to travel both domestically and internationally.
  • Strong verbal and written communication skills
  • Strong influencing, networking and team working skills
  • Ability to work well in and across diverse global teams
  • Advanced knowledge of Excel



Key Desirables (not essential)

  • Knowledge of Six Sigma/Lean Processes
  • Experience in and knowledge of ITAD industry
  • Experience in the IT/Manufacturing industry


For a confidential discussion and more information on the role, please contact Ryan Blackett.

ryan.blackett@collinsmcnicholas.ie 

(021) 4911065