Customer Service Manager
At our office in Wavre, you will be heading the Operations Belgium team where you will be responsible for managing and strategically developing our Customer Interaction Centre, After Sales Service (comprising Field Service), and Technical & Remote Service.
Your primary role will be to ensure the delivery of exceptional service to our customers while driving operational excellence across the organization. The position reports directly to the Regional Head of Operations - Region Southwest Europe and is part of a cross-country leadership team.
Key Responsibilities:
1. Manage and develop Customer Service, Operations Support, and After Sales Service for optimal customer-centricity and service, balancing Belgium market needs with regional guidelines.
2. Promote activity performance internally and externally.
3. Lead department heads, ensuring efficient operations and high-performance teams.
4. Monitor and secure KPIs for departments.
5. Estimate budgets and follow up on their implementation.
6. Optimize processes using best practices and drive customer-centricity.
7. Develop annual plans and goal-oriented reporting for the entire area of Operations.
8. Stay updated on market trends to adjust service offerings accordingly.
9. Expand professional networks and contribute to international projects within the organization.
You are characterized by your enthusiasm for people, sales, and high-quality standards when it comes to customer service, after-sales service, and experience. By utilizing strong communication skills and the ability to involve, listen, understand, and relate to employees, you successfully tap into their needs and use this insight to motivate them. All while ensuring that they continue to have personal and professional development journeys they desire within the organization.
You thrive taking the lead and with natural skills in building working relationships, you quickly establish rapport with people, and your demeanor instills trust and confidence. You actively guide the way, but also understand that to succeed, you must be a strong listener too.
With a structured approach and analytical mindset, you efficiently plan and prioritize resources and spot optimization potentials in work processes just as well as in team development. Meeting deadlines and delivering what has been agreed upon is of paramount importance to you.
Requirements:
1. Bring years of experience in leading and developing customer service and/or After sales teams and know how to motivate and empower team members to take ownership.
2. Preferably have knowledge of the building industry.
3. Have strong leadership, communication, and interpersonal skills.
4. Be curious, analytical, and possess problem-solving and decision-making abilities.
5. Have solid IT skills and experience in CRM systems/ERP/reporting tools/MS Office.
6. Speak and write French, Dutch, and English at a professional level.
Opportunities:
We offer a multitude of further development opportunities and the chance to grow and learn from experienced colleagues. In order to remain relevant in the future, we believe that continuous growth and development on a personal level is essential, which is why you will also be offered the opportunity to participate in development-focused initiatives in a feedback-oriented environment.
We provide an attractive compensation and benefits package for the right individual.
Nice working environment in freshly renovated offices filled with fresh air and light.
Hybrid working arrangement (office/home office) + homeworking allowance.
Discounts on products for you and your family.
Full health and hospital insurance for the whole family.
Please note that if you are not a passport holder of the country for the vacancy, you may need a work permit. Check our blog for more information.