• Previous experience with supervising a Customer Service team.
•At least a bachelor degree.
•Effectively communicate with stakeholders and customers in a complex market.
•Ability to work to tight deadlines and KPIs.
•Action and result oriented team worker that empowers others.
•Fluent in Dutch, French and English (oral and written).
•Knowledge of shipping distribution is desirable.
•Experience of working and reporting into a multinational organization is desirable.
With a market share of one third of the global carpet industry, our client is the market leader when it comes to design, sustainability and innovation. They have people on the ground in six continents, with over 40 global showrooms, and manufacturing sites in Australia, China, the Netherlands, Thailand, the UK and the U.S. For international customers we have local teams who speak fluent in more than 40 languages.
Key responsibilities•Supervise and monitor customer services activities and processes to ensure a high level of service, which supports and encourage sales.•Supervise all orders from order placement to delivery, through to customer care, to ensure client satisfaction and repeat business.
•Motivate the customer service teams to maximize team capability and performance.•Process and manage sales orders and monitor and review the order book and customer master data on a regular basis and revise as necessary to ensure that the most up to date and accurate information is available to the business for production, warehouse and dispatch purposes.•Negotiate and interact internal and external to ensure delivery times, standards and bespoke requests are met, putting forward solutions and alternatives and managing expectations, taking into account both the client’s specifications and company’s capabilities.
•Manage and resolve all escalated customer services complaints and queries.
•Supervise the quote and activity levels in our CRM system to ensure we capture our customer wants and needs.
•Build and maintain strong working relationships with internal and external customers.
•Project management of the full service proposition to meet customer needs.
If you are interested in this vacancy, you can apply by clicking on the button above. Your application will be sent directly to the recruiter in charge.
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