Customer Service Manager (MR-33915875)

Location: Leiden, South Holland, Netherlands
Salary: competitive
Sectors: Customer Service
Job Type: Contract
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Currently I'm looking for an experienced Customer Service Manager in Leiden. Do you have 10+ years of experience in Customer service and at least 5 years of experience in people management? Please continue reading!

Customer Service Manager

Location: Leiden

Contract: Permanent

Hours: 40 hours per week

Key areas of responsibility

  • Daily line management of the customer relations team including employee development, performance feedback and coaching and ensuring deliverables are met
  • Oversee all customer orders (order entry through delivery) to guarantee customer needs are met in a timely manner
  • Analyze order fulfillment process and product inventory status.
  • Recommend changes where necesaary
  • Provide data analysis and recommendations regarding customer information and supply chain processs.
  • Develop and improve Supply Chain Operations to meet customer needs for orders, documents and information
  • Lead key initiatives for providing information, products and service to meet customer needs and enhance customer relationships supervise invoice and credit processes responsible for having up to date
  • ISO prcedures for customer relations processes.
  • Document training protocols and establish on-going department training modules
  • Ensure that complete and accurate data is entered into IB's databases so that there is valuable customer information and reports available.
  • Create value added and proactive customer and sales communications, utilizing the customer excellence tools
  • Act as a focal point of critical information for both supply and the sales force
  • Work with the director of supply chain in the region to optimize deliverables and help to coordinate department activities to ensure succes
  • Familarity with impact of forecast on APO Drive continuous process improvement in the CR - and Supply Chain teams, locally and global Travel as needed
  • Responsible for managing the end to end cosignment process via forecast and inventory levels at customer location responsible for timely monthly audit process and adhere to auditing requirements challenge the status quo challenge existing work processes to continuously improve the order handling process

Skills & Accomplishments

  • Strong interpersonal and communication skills both verbal and written.
  • Self-motivated
  • People management experience
  • Conflict management
  • Planning/organizing
  • Pro-active behavior
  • Negotiating/influencing skill
  • Cross cultural awareness
  • Prioritazion/Time Management
  • Critical thinking/problem solving skill
  • Qualities Service minded
  • Flexible Team player
  • Independent
  • Accurate
  • Tolerance for stress
  • Creative/innovative Leadership
  • Open mindset (willingness to challenge the norm)

Qualifications & experience

  • BS/BA degree in Supply Chain, Business Management or equivalent
  • Business English
  • Min. 10+ years of customer service knowledge, Min. 5+ years managerial experience
  • Ability to travel 10% of the time

Technical competencies

  • In-depth global order management knowledge
  • Troubleshooting of customer problems
  • Data analysis/interpretation and reports Knowledge of delivery and payment terms; financial basics detailed
  • ERP System knowledge
  • Global order management process knowledge
  • Knowledge of warehouse processes, logistics and shipping

Do you consider yourself as the right candidate for this position? Please contact me via d.piris(a)jpgray.nl OR via 020-5221260

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