Senior Customer Service Manager - temp - Noord-Brabant

Dit kan al binnen 1 minuut

This role will focus on proactively building a strong customer service team and developing excellent service practices for customers. The role will be part of the global customer service leadership team. The customer service EMEA department consists of direct reporting teams based in various locations worldwide.

Main Tasks

  • Develop and manage EMEA customer service teams across multiple locations
  • Drive the implementation of the differentiated customer service offering base on customer segmentation to drive growth
  • Work with the team, sales department and business unit management to develop and implement service differentiation strategies by sub vertical
  • Drive the development and executing of the customer service. Develop strategies to improve quality of service and productivity. Drive processes, procedures and measurements / KPIs for the customer service department
  • Ensure monitoring 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 service team, shifting focus to growth
  • Develop and foster a continuous improvement mindset in the global customer service department (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 service department, building future talent pipeline
  • Stakeholder management (influencing & getting buy-in) e.g. functions like Finance, Pricing, Sales

Requirements

  • Relevant bachelor degree or related field
  • 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 (order-to-cash processes)
  • Strong change management skills and proven record of successful change management projects
  • Strong client-facing and communication skills; presentation skills
  • Black belt certified or other similar continuous improvement qualification
  • Problem analysis and problem-solving
  • Planning & organizing
  • Strong driver and decision maker
  • Flexibility and stress tolerance
  • Proficiency in English; and Dutch would be a preference
  • This role would be for 9-12 months.
Uren:
32

Vaardigheden

Ervaring

customer service B2B, international enterprise, change management, remote teams, order-to-cash process, electronics

Opleiding

WO

Wat wij bieden

Salaris:
€ 1,- tot € 100,-
tijdelijk
Solliciteer
direct via Jobbird

Dit kan al binnen 1 minuut

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