Customer Service Manager

Please be sure that if applying for this role, you also provide us with your relevant experience summary for this project as well as your current and anticipated remuneration and notice period or timescales within which you could commence a new role.

Introduction/background

Our client, an leading  multinational organsation in consumer electronics.  
The Service Manager will provide tactical and strategic leadership and direction for the delivery of post-sales services and support to clients/customers. The primary responsibility of the Customer Service Manager is to manage all facets of customer retention, interaction, and customer satisfaction. The right candidate will have experience and passion in a customer facing environment and technical support environment. The Service Manager is responsible for managing all facets of the Technical Support team as well as the Sales Operations team in EMEA.

The role: 

 

• Responsible for managing day to day issues and all facets of the EMEA Technical Support group and Sales Operations  functions.
• Work closely with WW  Customer Service Manager to ensure all Tier 1 and OPS process and procedures are well aligned between each team and that defined organizational goals and objectives are met.
• Work closely with WW Tier 2 Manager to ensure adherence to escalation procedures and information flow from Tier 1 to Tier 2.
• Maintain concise and relevant metrics that illustrate team performance. Adjust internal procedures as required to maintain defined levels of performance.
• Analyze and document, procedural “opportunities” within the team. Ensure content resources are well maintained.
• Proactively review customer inquiries for completeness and accuracy.
• Ensure customer satisfaction through end-to-end management of each service request. Ensure follow-up with the customer until issue is resolved.
• Build the systems and reporting infrastructure necessary to monitor the quality, cost, and efficiency of the transportation, storage, and distribution of inventory.
• Analyze KPIs to monitor performance and plan improvements.
• Apply industry best practices throughout the distribution chain to lower costs. 
• Manage commercial relationships and assessment criteria for outsourced logistics processes and partners. 
• Provide best-of-breed support for all customer logistics transactions worldwide. 
• Demonstrate a working knowledge of the following: Incoterms; import and export processes and regional Customs and regulatory processing in EMEA. .
• Manage outsourced fulfillment and distribution operations in EMEA with multiple SKUs and high inventory turnover.
• Establish and analyze KPIs to monitor performance and plan improvements. 
• Manage the distribution of inventory to minimize carrying costs. 
• Establish and manage commercial relationships and assessment criteria for outsourced fulfillment processes and partners.
• Demonstrate a working knowledge of the following: outsourced fulfillment, Vendor Managed Inventory, Direct-from-Manufacturer Distribution.
• Manage and monitor the processing of orders and returns in multiple geographic regions in coordination with Finance and Sales.
• Work with the ITS and Finance teams to improve and enhance the order processing systems. 
• Demonstrate a working knowledge of common B2B and B2C e-commerce techniques: online shopping carts, EDI, fraud management, electronic payment processing.
• Provide best-of-breed order and returns support for B2B and B2C customers worldwide. 
• Work with external vendors to ensure SLA’s are met. 
• Provide feedback and make recommendations to management on process improvements, technology, training requirements, etc. that will improve customer satisfaction or reduce cost of support.
• Demonstrate customer relations skills and maintain a positive company image during all interactions with the customer.
• Maintain leadership qualities during all escalation situations.  

Qualifications 

• A minimum of 7 years experience in providing Management of a Technical Support organization, including help desk and/or customer call center or logistics environment; previous experience in a hi-tech environment, ideally B2C and B2B businesses.
• Must demonstrate strong leadership and management skills. 
• Must have practical experience with relevant systems and tools. 
• Must demonstrate strong written and verbal skills. 
• Must be able to convey and demonstrate adherence to Corp values, goals, and objectives 
• Must have ability to assess and provide proactive advice or solutions to complex issues. 
• Must demonstrate the ability to manage through difficult customer escalations and demands. 
• The ideal candidate is a decisive, action oriented individual who takes ownership of open issues and who has the ability to interface successfully with interdepartmental teams/management.
• Must demonstrate strategic thinking and be able to adopt to existing procedure as well as define and recommend improvement procedures and corrective action.
• Must be able to supervise the activities of others or group based projects. 
• Must have ability to assess and provide proactive advice or solutions. 
• Will have an affinity and passion for new technology, wireless digital consumer products, all things electronic, digital audio.
• Must be a team player who also works well independently. 
• Must have excellent communication skills.

Status:

Full time, permanent

Please include:

• CV
• Covering letter
• Target Salary in Euros

Interested?

You can apply by using the form below. For more information you can contact Edwin Glas at: +31 (0)20 - 3012159.