Customer Service Manager- French Canadian Market

OSRAM SYLVANIA is the North American business of OSRAM GmbH of Germany, one of the world's largest lighting manufacturers and part of the Siemens family of companies. The company manufactures and markets a wide range of lighting products and precision materials and components for business and industry, consumers, for the automotive industry, and for the computer, aerospace and other major industries worldwide. It employs about 11,350 people in North America and is headquartered in Danvers, Mass.

OSRAM SYLVANIA has 22 manufacturing plants, one equipment assembly operation and twelve research and development laboratories, along with a network of sales offices and distribution centers serving all of the United States, Canada, Puerto Rico and Mexico. Most of the company's products are marketed in North and South America under the SYLVANIA or OSRAM brand name.


Bilingual French/English strongly desired.


To provide total quality customer service through identification of service requirements in the Canadian market place, developing plans, facilitating processes, and managing personnel which collectively assure achieving our business objectives and delivery of quality customer service.

Lead the development and execution of customer service strategies to improve customer satisfaction, quality, productivity, cycle time and cost reduction.

• Develop and execute short term and long term-customer service strategies and service tactics to fully support and improve customer service goals and objectives in productivity, system utilization, cost reduction, cycle time, quality, and customer satisfaction.
• Ensure “French� Service Offering Meets Expectations of Market.
• Direct supervision of Customer Service Representatives (50% bilingual French/English):
*Resource planning.
*Employee needs assessment, development, and training.
*Monitor and Coach individual Customer Service Representative performance including utilization of quality assurance systems for call and email coaching.
*Prepare and conduct mid-year and annual performance/salary reviews.
• Analyze market trends and take the lead in analyzing customer service results to define improvements in utilization of existing e-service offering and next generation e-service offering.
• Define and interpret changing customer service needs and requirements and translate those needs into deliverable service features consistent with business objectives.
• Resolve customer issues with regard to service transactions (i.e. shipment integrity, scheduled delivery).
• Liaison among Sales and Marketing, Distribution, Transportation, Production Planning, Credit, and the customer to maximize fulfillment of service expectations.
• Cultivate and grow positive relations with Customers and field sales personnel to insure customer service is an integral part of the value proposition and customer requirements are defined and supported.
• Participant on NCSC Management Systems Team accountable for all Quality System goals, objectives, and performance to standards.
• Accountable for adherence to FY budgetary goals.
• Project management as assigned.

Bachelor’s degree in Marketing, Business Administration or related field.
Strong organizational and communication skills. 7 to 10 years of progressive supervisory and managerial customer service/contact center environment. Knowledge of Voice Data Monitoring and Skills based routing technologies, and computer literacy with a working knowledge of Microsoft Office. SAP experience is desired.

Bilingual French/English strongly desired.


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