Manager Customer Service - Switzerland

Switzerland, Basel

At Lonza Specialty Ingredients (LSI), we combine technological innovation with world-class manufacturing and regulatory excellence. We are a leader in Microbial Control Solutions and chemical technologies used in various applications including hygiene and home care. Today, these solutions are more critical than ever to maintain the hygiene and safety of hospitals, homes, schools, and offices across the world. Our Specialty Chemical Services business provides composite materials for technically demanding industries and performance intermediates & chemicals. Our Custom development and manufacturing team has already brought more than 1,000 unique solutions to life for their customers.

We are a highly dynamic group of 3,000 employees in more than 21 countries around the world. For us, performance, collaboration, passion and care are fundamentals. Are YOU someone who CARES about finding unique solutions for customers, who is PASSIONATE about making a difference? We are looking for talent who embrace COLLABORATION and are motivated by a PERFORMANCE culture.

LSI is looking for a Customer Service Manager managing all customer service related activities located in Basel, Switzerland.

With a volume of approx. 7’000 Sales Orders and Shipments per year, you manage and develop the local Customer Service as well as our In- & Outbound Logistics Teams to handle all order processing and after-sales activities for Lonza ensuring continuous improvement and development within area of responsibility. You implement and optimize processes and system according defined local, regional and global strategy.

Key responsibilities:

  • Interact with cross-functional support groups in order to manage the day-to-day operations.

  • Communicate policy updates and company information through team meetings, huddles and one-on-one development sessions.

  • Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards.

  • Serve as the middleman between the organization and the customer service team members to ensure smooth communication and settling of grievances that may arise in the course of work.

  • Taking ownership of customers issues and following problems through to resolution.

  • Analyze statistics and compile accurate reports.

  • Control resources and utilize assets to achieve qualitative and quantitative targets.

  • Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

  • Improve customer service and logistics quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

  • Support Head Customer Manager EIMEA to develop and plan the strategy for Order Processing, Logistics and Execution in line with the business unit strategies.

  • Manage the organization structure and staff development to deliver value to the Lonza Business Units.

  • Work with counterparts in N/A and APAC for international orders and Intercompany Business.

  • Assess, evaluate, recommend, implement new processes, initiatives, technologies to deliver effectiveness and reduce costs.

  • Ensure compliance with corporate policies and applicable law.

Key requirements:

  • Bachelor Degree in Business Administration with a strong interest for Fine Chemical markets.

  • Customer-focused philosophy, high energy and positive attitude. High level of detail in tasks.

  • Strong interpersonal, organization, troubleshooting and multi-tasking skills.

  • Ability to turn strategic thinking into operational actions and to leaf.

  • Ability to present, teach, coach and mentor team members across a broad network of sites.

  • Result oriented, proactive and able to handle complexity.

  • Decision taking and excellent problem solving skills

  • Excellent communication (both written and verbal) in German and English.

  • Computer software skills including Microsoft Office & CRM database.

  • Planning skills and ability to manage multiple projects in a highly complex matrix environment.

A major part of the heritage of LSI is being able to deliver unique solutions to our customers. Being the driving force behind this approach – listening, asking, understanding to match the right elements in a new way has been an inherent part of our day-to-day business. Always with the goal to enable a competitive advantage for each customer with a specific product, package or solution. What makes YOU different?

Reference: R32354