Customer Service Manager

Location: 's-Hertogenbosch, North Brabant, Netherlands
Salary: competitive
Sectors: Customer Service
Job Type: Contract
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Customer Service Manager

Den Bosch

In order to support the growth strategy through Customer Experience this role will focus on proactively building a strong EMEA Customer Care team and developing best in class service practices for the customers. The role will report to the Global Customer care manager and will be part of the global customer care leadership team. The EMEA customer care organization is composed of direct reporting teams based in The Netherlands, Germany, and Poland, and a functional team in India.

The company

The company is a large multinational that is an industry leading organisation in sub-assemblies in the electronics industry. They have a large European office in the Den Bosch region, which is a true international office with many different nationalities present.

Responsibilities

  • Develop and manage EMEA customer care team across multiple locations
  • Drive the implementation of the differentiated customer service offering base on customer segmentation to drive growth
  • Work with the team, sales organization and Industrial management to develop and implement service differentiation strategies by sub vertical
  • Develop strategies to improve quality of service and productivity. Drive processes, procedures and measurements / KPIs for the EMEA customer care organization
  • Ensure monitoring of accuracy of reporting and data base information
  • Actively involved in day to day customer escalations, with the focus on fixing root cause issues
  • Encourage and support transition from an order and backlog focused organization to a more proactive customer care team, shifting focus to growth
  • Develop and foster a continuous improvement mindset in the global customer care organization focused - embed a root cause corrective action mentality
  • Identify and address training and coaching needs; being actively involved in learning and development of the global customer care organization, building future talent pipeline
  • Stakeholder Management (influencing & getting buy-in) e.g. Functions like Finance, Pricing, Sales


Your profile:

  • Relevant bachelor degree or related field resp. proven leadership experience in customer care
  • Proven track record in successfully implementing and executing process excellence
  • Team player with strong supervisory experience and skills
  • Excellent knowledge of management methods and techniques
  • In-depth knowledge of customer service principles and practices
  • Strong change management skills
  • Strong client-facing and communication skills; presentation skills
  • Black belt certified or other similar continuous improvement qualification
  • Problem analysis and problem-solving
  • Fluent English
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