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At Sulzer, we work in a variety of industries, precise applications of everything from adhesives to cosmetics. Sulzer is producing safe and reliable fluid mixing, dispensing and application solutions across various industries such as dental, adhesives, healthcare and cosmetics. 

Through its Mixpac, Cox, Transcodent and Geka brands, Sulzer develops and delivers innovative fluid applicators for the dental, adhesives, healthcare and beauty markets. Our IP-protected applicator solutions leverage our expertise in plastic-injection molding, micro-brushes and two-component mixing to make our customers’ products precise, safe, unique and more sustainable. 

 

Position Summary

  • Responsible for supervising and supporting internal staff with the tools, guidance, resources and performance metrics needed to successfully and efficiently provide internal and external customer support throughout the organization.
  • Own Customer Partnership & Customer Service Quality

Leadership Task

  • Develop and coach committed Customer Service team in a matrix organization
  • Build and deliver strategic plan for Customer Service operational excellence focused on Customer Partnership
  • Ensure team includes super-users to support team and stakeholders globally and customer partnership
  • Recruitment of employees to meet the strategic plan of operational excellence     

Functional Task

  • Build a dashboard as an operational control tool for customer service excellence, including throughput, backlog, level loading of resources, transaction turnaround time, output quality, blocked orders, SAP transaction volume trends.
  • Ensure customers proactively informed about orders, shipments and delays
  • Build strong internal cross functional relationships that drive speedy resolutions and action for our customers and ensure communication and collaboration between customer service, sales support and operations.
  • Drive issue resolution for all delayed orders regardless of root cause.
  • Drive automation and learning of customer service-related processes.
  • Ensure and Maintain Standard & Custom Operating Procedures to capture and control customer needs.
  • Manages customer communications including but not limited to PCN's (Product Change Notifications).
  • Coordinates trainings for Customer Service-related tools and processes e.g. salesforce.com, QlickView & SAP.
  • Introduction / maintenance of the CRM system (Sales Force) as well as training of new employees. Key User for CRM

Essential Functions

  • Oversees the customer service/order fulfillment department processes including order entry, administration, shipping, and customer relations
  • Processes orders and customer correspondence
  • Performs order entry, administration, and participates in forecasting process with purchasing and sales
  • Provides phone support to customers
  • Provides product offset information to customers when needed
  • Maintain direct contact with our outside sales team and the customer to assure proper accounting of changes, revisions, etc.
  • Ensure proper paperwork is acquired for orders, purchase orders, foreign documents, shipping, instructions, etc.
  • Performs general clerical administrative functions as needed
  • Works closely with accounting to ensure paperwork is accurately submitted and invoiced in a timely manner while also ensuring the accuracy of the customer’s account
  • Works closely with planning to ensure proper inventory tracking, receiving, and shipping
  • Responds to customer account inquiries including product status, customer complaints, open order issues
  • Responsible for scheduling work hours to ensure adequate coverage in the department
  • Works closely with the accounting department to make sure that customer applications have been processed for credit.
  • Interacts with the sales department to update on customer issues, back order status, and inventory levels
  • Enters sample requests for Outside Sales Account Managers and customers as needed

 

 

About us

Through its Mixpac, Transcodent, Geka and Cox brands, Sulzer develops and delivers innovative fluid applicators for the dental, adhesives, healthcare and beauty markets. Our IP-protected applicator solutions leverage our expertise in plastic-injection moulding, micro-brushes and two-component mixing to make our customers’ products precise, safe, unique and more sustainable.