Diegem | Freelance Customer Service Manager | English | International environment | Assignment for minimum 3 months
Your new company
Our client is an international company in Diegem and is looking for reinforcement for their customer service team through Hays. You will be working in a dynamic team with motivated colleagues in a growing and profitable company. You will manage the customer service department that's active for all clients in EMEA.
Your new role
As an Freelance Customer Service Manager EMEA you’ll lead, support and develop the customer service team while the company is searching for a permanent solution.
You’re responsible for following tasks:
* Manage Customer Services activities for the EMEA region
* Maintain & develop CS policies & procedures in accordance with the business objectives, SOX requirements
* Collaborate with the EMEA Supply Chain Team to ensure all teams are managed to same standards & methodologies
* Develop strong relationships with key contacts within the Sales organization, and with key support functions such as logistics, credit control, supply planning and pricing.
* Manage and set SMART goals for Customer Service KPI’s like order volume and value, incoming and outgoing calls, service level (OTIF, claim resolution lead time), …
* Develop plans to differentiate our service offering to our key customers, understand how we can really ‘add value’ to our customers in collaboration with sales leaders
* Ad-hoc projects as required
* Drive through improvements throughout the entire CS and Supply Chain process
* Encourage LEAN philosophy throughout the team to free up resources, to be able to focus on the ‘value added’ part of our role i.e. Advance notification of issues, prompt query resolution
* Create clear vision for the team to become a ‘world class’ service organization
* Provide guidance to all team members for resolution of more complex issues & queries
* Represent Customer Service team in relevant cross functional teams
* Remain focused on the individuals and provide leadership and coaching to all the teams
* Review team resource/ Career Development and succession plans as appropriate
* Benchmark against peer companies to gain a wider understanding of ‘Customer service offerings’
Your profile
For this job as Freelance Customer Service Manager Hays is looking for a candidate
* fluent in spoken and written communication in English.
* Furthermore, you have at least 5 years working experience as customer service manager
* You have good communication skills and you can manage multiple priorities successfully
* Besides a good knowledge of Excel you preferably also have experience with SAP and Salesforce.
* Flexible and open to work as a freelance for +/- 3 months
What you'll get in return
From the start, you will receive the opportunity to work for an international company in Diegem, active in the healthcare industry.
What you need to do now
Are you interested in this job as Freelance Customer Service manager EMEA for an international company in Diegem? Then be sure to apply via the button below. For other Office Support jobs, please contact Stijn Alens from Hays Diegem.