Reemtsma

We're a truly international company, fourth largest in our industry and operating across 119 markets. An inclusive, innovative global FMCG business supported by 26,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.

As we move forward, our consumers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

The role

For our Supply Chain DACH team in Hamburg, we are looking for a Kunden Service Manager (m/f/d)!

The role leads the team in charge of customer order and customer service process for the German market. Responsible for the setting and realization of high service level standards for Imperial Brands customers, managing the budget and the operational performance of corresponding processes, including our CRM dedicated system & process supporting German salesforce.

What are your major duties?

• Ensuring optimal order processing and support for our customers
• Ensuring customer service data preparation and data management
• Managing customer orders, i.e. ensure all customers are provided with the right product at the right time at the best cost
• Managing constraints, deliveries, returns and logistics complaints, i.e. receive and track customer complaints through to completion. Triage when required to other departments
• Ensuring close cooperation with Logistics
• Determining the strategy and goals for the Customer Service in Germany, including local adaptation of Global Standards in cooperation with the Global Customer Experience team.
• Leading and continuously developing team of approx.. 15 employees with focus on high stakeholder service (sales force & customers)
• Ensuring functioning CRM system & processes and implementation of sales activities as well as new features in CRM in close cooperation with the German Sales and Global IT
• Post Processing of retailer orders in cooperation with German Sales.
• Developing, planning, monitoring and interpreting relevant local KPIs to achieve the highest possible service level and efficiency of processes
• Carrying out improvement projects with the aim of sustainably increasing quality, efficiency and flexibility in stakeholder service. This includes controlling and validating implementation of IT projects, new methods and working procedures in cooperation with the relevant departments
• Driving effectiveness and agility, by continuously improving internal processes

Who are you?

• Degree in Business Management or IT.
• Several years of Customer Service Management experience in an international environment.
• Experience in leading a team in times of change.
• Know how in the field of SAP/ Sales Force systems and with implementation of IT projects.
• Understanding of the German Retail and Logistics environment
• Driven, accountable, with high service delivery orientation.
• Excellent communication, presentation, and coordination skills at all levels of the organisation
• Very high level of German & English in written and spoken.

What do we offer?

Reemtsma offers an independent full-time position with room for initiative within an international and dynamic organization. Our company culture is characterized by openness, drive and enthusiasm. We provide an attractive salary with various additional benefits.

About Imperial Brands:

We’re a truly international company. An inclusive, innovative global FMCG business supported by over 26,000 employees. As we move forward, our customers will be at the heart of what we do, evolving to needs and expectations and committing to a more meaningful contribution to harm reduction by building a successful NGP business. Integral to our long-term success is our sustainability strategy, behaving responsibly and supporting our ambitions, all underpinned by high governance.

Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

Interested?

If you are interested in this vacancy, please send your CV and motivation letter by clicking on the “apply” button on the page.