Customer Service Team Manager

About the Position

Michelin is hiring!

This role is based in the Michelin Shared Services Center in Bucharest, Michelin Corporate & Business Services, where more than 1000 colleagues deliver excellence in Purchasing, Finance, Logistics, Sales to Customer, Personnel, and Service Management.

Responsibilities

Managing and Developing Team:

• Create an environment that encourages empowerment, collaboration, and autonomy for the direct team and among teams.
• Guide the team to set objectives aligned with the entity's objectives.
• Ensure the team has the adequate and suitable resources to complete its activities.
• Manage priorities and guide the team to balance the workload according to defined priorities.
• Develop and support direct reports' career plans and learning opportunities.
• Provide regular and timely feedback to direct reports.
• Manage staffing movements considering employees' expectations, team needs, and the entity.
• Apply company policies and procedures in managing direct reports.
• Facilitate change at the team level.

Driving Operations and Performance:

• Help team members understand the broader vision and guide the team towards results achievement.
• Ensure operations are conducted properly, according to processes, standards, and customer requirements.
• Organize and optimize the means and solutions necessary to meet the objectives.
• Evaluate operations performance against the service level agreement in place and ensure corrective action plans are in place.
• Coordinate actions with partners/customers to optimize the performance level.
• Identify upcoming critical situations to anticipate actions.
• Continuously seek to improve the performance of operations, customer, and employee satisfaction.

Requirements

• People management experience, with demonstrated ability to lead, develop, and engage a team while ensuring clear accountability and delivery of operational priorities.
• Relevant operational experience or strong exposure to at least one of the following areas: Customer Service, Customer-to-Cash, Supply Chain, or Global Trade / Export processes. Previous experience with TSTH and/or Export processes would be considered a strong advantage.
• Strong data-driven mindset, with the ability to work comfortably with Excel, Power BI, operational reports, and performance indicators, translating data into meaningful insights, identifying trends and correlations, and connecting operational information to business priorities and actions.
• Hands-on leadership is an essential expectation of the role. The manager is expected to maintain close proximity to daily operations, actively contribute to problem-solving and prioritization, keep close collaboration with the sales and supply chain teams, and develop a strong understanding of the team's activities and challenges. This is not a purely supervisory role; operational involvement and the ability to connect day-to-day execution with broader business objectives are key to success.
• English - B2 mandatory

We Offer

• Hybrid way of working
• A customizable benefits package with options to choose: gym access, medical or dental services, private retirement pension, deduction of public transport costs, cultural activities vouchers, etc.
• Private medical subscription
• Life insurance
• Lunch vouchers and discounts
• Deduction of vacation costs

About the Company

Michelin, a leader in the field of tires, is dedicated to sustainably enriching the mobility of goods and people through the production, distribution, and marketing of tires for each type of vehicle. It also offers innovative business support services, digital mobility services, and publishes travel, hotel, and restaurant guides, maps, and atlases. Michelin has over 4500 employees in Romania: 3 factories (2 in Zalău and 1 in Florești - Prahova), as well as a commercial network, and a center for shared services, in Bucharest. The office in Bucharest also hosts the coordination center for the Central Europe and Central Asia region.

LET’S INSPIRE MOTION FOR LIFE

Where do success and ideas come from? We strongly believe they come from collective intelligence. Our talents, people, and employees are the source of purposeful and sustainable innovations. That’s why we care about developing and enhancing their strength, and we ensure them a tailored professional journey across units and countries.

What drives us is the spirit of unlimited innovation, which we all possess. Our goal is to cultivate and nurture that spirit, by questioning the status quo, improving our way to do things. Therefore, we are always optimistic as to overcome the challenges of tomorrow.

That’s our mission as an employer: inspiring innovation in all of us, to build a better life in motion for you and for everyone.