Customer Service Manager

Customer Service Manager - Interim

Amerfsoort

5 months

The role

The Customer Management department is the first point of contact for Sales and their linking pin to all (internal) parties involved to strengthen the customer satisfaction and to exceed our customer expectations in everything we do. We manage day-to-day challenges with a strong focus on stakeholder management in a complex field of interests, as well as the operational process flow. Moreover we continuously focus on short-and long term (sales & Operational) processes improvement to guarantee a robust, efficient and effective execution of our day to day activities.

In this role you will be responsible for the end to end management (recruit, develop and coaching) of a team of specialists and being their first point of contact. Realizing effective processes execution, achieving our service goals, increasing customer satisfaction and continuously drive processes / system improvements.

Tasks & responsibilities

• Manage the team's performance at a total team and individual employee level. Being responsible for the end to end people management (recruit, develop, coach and retain talent) and evaluating their performance
• Ensure the execution of our Customer Service policies, embracing uniform way of working and optimize the contribution of CMO role in customer connectivity teams
• Manage and build strong relation with (in and external) stakeholders so the team is able to translate deals made by sales into our internal organization, by cooperating with various departments (Demand planning, Order Fulfillment, Quality Specialists, Product Management, etc.)
• Ensure a continuous improvement mindset and culture to identify improvement areas within End to End order to cash processes, forecasting, customer complaints and contract management and lead/execute associated projects
• Ensure the team manages customer masterdata in a timely, accurate and complete way and drive key user model/ownership
• Develop and promote use of relevant (digital) tools to support Sales & Operational processes
• Striving for best-in-class performance towards our customers and delivering our Service performance goals

Your profile

• Service and result oriented team player with excellent leadership skills
• Strong communication competences and stakeholder/relation management
• Capable to build a true relation of trust with team, as well as Commercial and Supply chain business partners
• A pragmatic, fact-based, solution oriented can-do mindset with a strong sense of ownership
• To guarantee right decision making, with strong change management and project management skills
• 4 years relevant work experience within a distribution, customer service or logistics environment in a corporate company structure
• Fluent in Dutch and/or English, International and cultural sensitive
• Accurate and disciplined / capable of dealing with stress and deadlines

The team
The total Customer Management Team consists of X employees, split in two segments, with various background and nationalities. As a team we aim to reach the best results for our company with a result driven mentality where fun is an important factor as well.