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Manager, Customer Service - EMEA

Req ID:  83465

Maxeon Solar Technologies is a global leader in solar innovation. Built from 35 years of boundary-pushing solar innovation, Maxeon designs, manufactures, and sells industry-leading SunPower branded solar products. Maxeon is Powering Positive Change TM every day with a brilliant, passionate and driven team of more than 5,000 people globally. We hold ourselves to a higher standard, striving for the highest integrity, safety, and quality. We thrive together as a global team, embracing our diverse backgrounds to make a positive impact on the world. 

 

Join us in POWERING POSITIVE CHANGE™

 

 

SUMMARY OF ROLE

The Manager, Customer Service - EMEA is responsible to deliver the best customer experience in the EMEA region, in all areas from lead management, claim management, order to delivery, to after-sales support. This position will report to Customer Care and Order to Cash Senior Manager.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Define and deploy customer care roadmap for EMEA region (and duplicate to other regions as appropriate), together with the proper metrics
    • Lead Management
    • Claim Management
    • Customer Satisfaction
    • Phone System Administration
  • Define, adjust, homogenize and report customer care SLAs and metrics in the EMEA region, including NPS
  • Support ad-hoc projects related to customer care, working cross-function mainly with business process excellence, IT, CRM, marketing, or digital teams
  • Support GDPR compliance (with legal)
  • Ensure proper process documentation related to Customer Care (creation and/or adjustment)
  • Propose and implement any process improvement or automation to cut cycle handling time (continuous improvement) and provide best in class customer support within budget scope
  • Act as point of contact for IT support related to customer care topics, including CRM tools.
  • Contribute and Align with customer care global policies
  • In charge of raising and following up till closure of any IT bugs/issues related to customer care

 

RELATED EXPERIENCE AND EDUCATIONAL REQUIREMENTS

Minimum Requirements

  • Master’s Degree with a preferred emphasis in International Sales, and Customer Support (or equivalent)
  • Fluency in English, French, or another EU language is a plus
  • Minimum 10 years in Customer Care/Customer Service in a global environment  
  • Proficient with all Microsoft Office applications
  • Experienced in CRM and phone system administration

 

Equal Employment Opportunity

The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by national, federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

​At Maxeon Solar Technologies, we believe records are made to be broken.

Join our dynamic team where we:

  • Push the Boundaries
  • Hold Ourselves to a Higher       Standard
  • Thrive Together

 

 

 

 

 


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