The main responsibilities of the EMEA Customer Service Manager :
lead, support and develop the team : work towards providing a 'consistent differentiated' service to the customers, via a committed team of individuals
manage customer service activties for the EMEA region
maintain & develop CS policies and procedures in line with the company objectives
collaborate closely with EMEA Supply Chain team to ensure all teams manage the same standards & methodologies
develop strong relationships with key contacts within the organisation, promote 'face to face' visits where possible
manage Customer Service KPI's like order volume and value, incoming & outgoing calls, service level, ...
develop plans to differentiate the service offering to key customers, understand how you can really add value
be part of projects
drive through improvements throughout the entire CS & Supply Chain process
encourage LEAN philosophy throughout hte team to free up resources, to be able to focus on the 'value added' part of the role.
i.e. advance notification of issues, prompt query resolution
create a clear vision for the team to become a world class service organisation
provide guidance to team members for resolution of more complex issues & queries
represent the CS team in cross functional teams
remain focus on the individuals and provide leadership and coaching
review team resources / career development and succession plans as appropriate
The ideal EMEA Customer Service Manager :
a bachelor or master degree
minimum 5 years of relevant experience as Customer Service Manager / Supply Chain.
Very fluent in English + one other EU language (Dutch, French, German, ...)
a straightforward, clear and to the point communication
Fair decision making and communication
Able to make decisions and take the lead
strong, mature personality that can stand up for the team and be an ambassador for CS, both internally and externally
Inspire and motivate the team towards a common goal
As an EMEA Customer Service Manager you will receive a permanent contract and a complete salary package with fringe benefits
You will work for an international Healthcare company with EMEA office in Zaventem.