Customer Service Manager

Location: Rotterdam, South Holland, Netherlands
Salary: competitive
Sectors: Customer Service
Job Type: Contract
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Are you the person who is leading a team by example and who is driven by continuous process improvement? If you are comfortable in working in a large and corporate environment where there is plenty of room for personal and professional growth than you might want to read this vacancy text carefully.

Customer Service Manager


Where will you work?

You will work within an international company that is active in over 70 countries worldwide. They are one of the biggest innovators in the food industry where they are striving on a daily basis, together with 155 000 colleagues, creating a more sustainable world. They combine 155 years of experience with new technologies and insights to serve as a trusted partner for food, agriculture, financial and industrial customers in more than 125 countries. Impressive right!

In your role as Customer Service Manager / Order Management Lead, you will lead and direct seven Customer Service Representatives and coordinators that provide customer services relating to sales, sales promotions, installations and communications. We seek a professional to supervise our team optimizing and monitoring shipping and returns including processing complex orders from customers and resolving order or delivery issues.

Key Accountabilities

  • Manage and provide coaching and/or training to team.
  • Partner with team members to decide which tools/systems are appropriate to use for specific customer service environments.
  • Coordinate communication with customers regarding order status, sales forecast, invoices, contract balances and other pertinent information needed to complete the sale.
  • Use broad knowledge of customer service practices and procedures to develop and provide input to tactical customer service strategies for a medium-sized customer base.
  • Provide input and feedback to define improvement projects and commitments requiring a substantial understanding of customer service practices and procedures for a medium-to-small team of customer service representatives and/or supervisors.
  • Lead and develop a team, coach and make decisions related to talent management, hiring, performance, and disciplinary actions.
  • Other duties as assigned

Your profile:

  • Bachelor's degree in a related field or equivalent experience
  • At least two years of supervisory experience
  • Experience leading, advising and making decisions on major customer service activities for a medium-small team with a medium-sized customer base
  • Conducting performance management, talent development, succession planning and engagement activities
  • Provide support and feedback to define improvement projects and commitments requiring a thorough understanding of customer service practices and procedures
  • Fluency in English and Dutch languages
  • Able to work the working location in Rotterdam

Preferred Qualifications:
* Strong capabilities in stakeholder management and decision making, ability to initiate timely actions to address and solve important issues, drive tasks to successful completion, hold self and team accountable for meeting goals and commitments.
* Strong leadership skills and autonomy, driving the team to continuously improve processes and customer experience.
* Execution capacity: keen sense of priority, motivate for high performance and excellence, strong motivation, strong communication.
* Ability to prioritize and make decisions in times of urgency.
* Experience in SAP or similar ERP System.

What will you get in return?

You will be working in a large multinational with an outlook of a permanent contract. Secondly, the organisation is offering opportunities to grow in various places in the Netherlands or even in other countries if this is aligning your ambitions.

Interested? Great! I, Katarzyna Wajer, am looking forward to hear why you think you could be a suitable candidate for the position. You can share your update resume via k.wajer(a) which will be handled in a discrete way by myself.

Please note than only applications from candidates will be considered who are currently living in the Netherlands and hold a valid work permit.

All the best of luck and I hope to speak to you soon!

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