Customer Service Supervisor M/F
Jorf, Morocco, US
il y a 3j

Company Overview

If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve.

As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions.

Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety.

Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone!

Position Description

The Customer Service Supervisor leads and directs the Customer Service details of the Operation : all the Disassembly, Cleaning, Inspection & Quotation (DCIQ), Repairs including bidding, procurement, project coordination, engineering and field activities.

The Customer Service Supervisor manages a team of 6 people : Project Engineers, Planners, Customer service reps based in Jorf and Safi.

The mission is to meet company objectives and policies related to Quality, On time Delivery, DCIQ Cycle Time (CT), Costs and Cost Reduction and Health, Safety & Environment (HSE) for the Unit.

Main focus is to service Customers and ensure that they receive a seamless Flowserve experience from the equipment arrives to the Quick Response Center (QRC) to the moment it leaves our premises and is back in operation.

This includes, but is not limited to, coordination of all these activities and resolving conflict on priorities together with the local Workshop Supervisor and / or the QRC Manager and Regional Organizations.

The Customer Service Supervisor owns all responsibilities to complete :

  • DCIQ Unit correct functioning,
  • Liaise with Customers to approve extended Purchase Order (PO) and deliver the Assembly, Repair or Upgrade documentation package for the production Units to complete the Job,
  • Management of the order until invoice and cash collection is completed.
  • Position Requirements

  • Manage the Customer Service Group within the QRC.
  • Manage and oversee the Repair / Upgrade Units associates in responsible for the Order Fulfillment including procurement, repair, quality control, order management ensuring compliance with safety regulations and local legislation including risk assessment.
  • Ensure Repair Cycle Time (CT) is below global company's target.
  • Comply and fulfill forecast company requirements (Bookings / Sales / Gross Margin) given by internal (Leadership) and external Customers.
  • Manage special Long-Term Service Agreement by acting as the Project Manager
  • Improve the internal process in line with the Continuous Improvement Process strategy engaged by the company
  • AMP accountabilities :

  • Ensure all jobs are entered in AMP, review and approve SOD (when required) and review and approve quotation (when required).
  • Preferences

  • Degree in Engineering, preferably in Mechanical Engineering
  • 5-7 years of experience, including management and responsibility for profit and growth in a service center or field service business.
  • Highly proficient in both spoken and written in local and English language is a must.
  • Good oral and written communication skills.
  • Customer Service Experience.
  • Proven success in leading and organization to meet operational and strategic goals.
  • Highly proficient level computer skills including MS Word, MS PowerPoint, MS Excel, web-based platforms and navigate in ERP systems.
  • Ability to successfully lead and work in a matrix organization.
  • Ability to work with complex, multidisciplinary organizations.
  • Ability to work in a team atmosphere.

  • Technical understanding of pumps, seals and pumping systems.
  • Knowledge of served industries in general.
  • General knowledge of manufacturing processes.
  • General knowledge of metallurgical requirements & applications.
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