Head of Customer Support

7 months ago


Warwick, United Kingdom EagleBurgmann Full time

Freudenberg is a global technology group that strengthens its customers and society long-term through forward-looking innovations. Together with our partners, customers and the world of science, we develop leading-edge technologies, and excellent products, solutions and services for 40 market segments. The Freudenberg Group employs some 50,000 people in 60 countries worldwide and generates sales of over 10 billion euros.

EagleBurgmann is a leading international specialist in industrial sealing technology. We combine innovative technologies, digital solutions and our passion to create sophisticated and reliable sealing systems. Our products help make entire industries safer and more sustainable. 5,600 employees create added value for our customers around the world with their enthusiasm and competence. EagleBurgmann is a joint venture between the German Freudenberg Group and the Japanese Eagle Industry Group.

Some of your Benefits

Performance related bonus

**Performance related bonus**: When you have an impact, you can reap the rewards.

Personal development

**Personal development**: We offer a variety of trainings to ensure you can develop in your career.

Sustainability & Social Commitment

**Sustainability & Social Commitment**: We support social and sustainable projects and encourage employee involvement.

Safe environment

**Safe environment**: We strive to ensure safety remains a top priority, and provide a stable environment for our employees.

Diversity & Inclusion

**Diversity & Inclusion**: We focus on providing an inclusive environment and recognize our diversity contributes to our success.

Warwick

On-Site

EagleBurgmann Industries UK Limited

You support our team as

Head of Customer Support (f/m/d)

**Responsibilities**:
Actively manage, drive and deliver improvements to the customer support and service processes of the company

Manage, lead and motivate the internal sales and customer support team to encourage the promotion of ideas and suggestions in alignment with the continuous improvement culture of the business

Facilitate the sharing of information and processes to improve the Customer Support Group efficiency in line with Group Corporate Policies and Procedures

Coordinate the customer order expediting process on sales and service orders to provide accurate sales forecasting

Provide commercial and delivery support to customers and staff, addressing customer concerns, complaints and derive corrective actions where appropriate

Provide sufficient support and resources to secure and retain end-user service contracts

Develop Customer Support Group activity to provide excellent customer care which is standardised throughout the UK

Coordinate technical support and field service support to external sales staff

Develop field service support network within the UK team with a view to improving required sitework responses

Carry out duties and ensure compliance with Health and Safety legislation, company regulations & procedures, plus ISO Quality standards

Local inventory management including but not limited to developing strategic stocking/inventory policy

Business system (CRM & ERP) reporting and KPI management

**Qualifications**:
Background in the mechanical seals and systems

Preferred management degree or equivalent

Deep knowledge of SAP or similar ERP system

Previous experience of leading a team across multiple disciplines

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.

Additional Information

Sarah Lanzner



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