PAs Operations Manager Customer Service, you are accountable for achieving objectives in terms of customer satisfaction and retention, as well as commercially (up cross selling) within the stated timing and budget. You report directly to the Commercial Director. /p pYou are in charge of defining the annual customer service business plan – part of the go-to-market plan – in which, besides the objectives, projects and action plans are included to achieve them. /p pAs process owner of the Customer Service process domain, you are responsible for an efficient, standardized, and customer-oriented process operation, involving all internal and external stakeholders (including sales, planning, and operations as key partners, in addition to the end customer). You will act as driver of the continuous improvement cycle, including Process adoption, Performance monitoring, Selection improvement projects and Executing improvement projects. You will also stimulate and motivate continuous improvement culture within the customer service organization, by communicating and discussing issues and solutions with customer service employees. /p pFurthermore, you are responsible for leading the customer service teams, and you ensure the optimal deployment and development of the competencies and skills of the employees to guarantee a high-quality, rapid, and efficient follow-up of commercial activities. You are also in charge of coaching your direct reports. /p pFinally, you are actively involved in relationship management for a number of (key) accounts, so you can stay in touch with the market and the daily operations of the customer service team. /pbr /pstrongCustomer Service Strategy Leadership: /strong /p ul liYou will contribute to the yearly Marketing, Sales and Service business plan, which you develop in collaboration with the commercial director, marketing and sales managers. This plan will include goals, budgets and sales action plans to achieve these goals related to customer satisfaction, retention, up and cross selling. /li liYou will communicate towards the customer service organisation on this business plan, and motivate your team in achieving the objectives. /li liYou will define team individual objectives, and follow up on the actuals. /li liDuring the year, you align on a regular basis with the Marketing and Sales managers about the realisation of the business plan. /li /ul pstrongPeople management: /strong /p ul liYou manage resource capacity and collaborate with HR in recruitment of customer profiles. /li liYou are in charge of onboarding new service profiles. /li liYou cultivate a sense of belonging within the customer service team and Vinçotte community by stimulating positive team spirit, take care of communication on results and other customer service related topics. /li /ul pstrongCustomer service responsibilities /strong /p ul liYou act as Key account manager for a small amount of key accounts and / or you participate to Key account meetings to support the Key account relations managers. /li liYou are involved in preparing and participating to account meetings, and follow up of mitigations.br / /li /ul pstrongProcess Employee Performance Management: /strong /p ul liAs Customer Service Manager, you take up the role of process owner. This roles implies that you are accountable for process adoption, process performance monitoring based on SMART KPI#39;s, process improvement selection and process improvement projects. You drive continuous improvement cycle and mindset, with the support of the Commercial Excellence manager. You are part of the improve steerco board for process improvement initiatives, and even may take up the role of project manager when relevant. /li liSecondly, you are also in the lead of the customer service employee performance management. /li liThis includes both the long term career plan and yearly performance review cycle. As a customer service manager, you are in charge of your direct reports for both processes. You ensure that your direct reports are taking up their responsibilities for their direct reports. /li /ulbr /ul listrongEducation /strong: Master#39;s degree, Business Economics or Commercial Engineer is a plus. /li listrongExperience /strong: 10 years of experience in customer service management in a B2B context. With a strong focus on strategic service management, service process management and people coaching. You are experienced in driving successful transformation projects of a service organisation, its processes systems. /li listrongLanguages /strong: Native in Dutch or French, with a good command of the other language, and a strong working knowledge of English. /li listrongCompetences /strong: ul liStrategic mindset, able to see the big picture while balancing operational priorities. /li liDecisive and resilient, able to operate effectively under pressure. /li liAdaptable and agile, open to learning and embracing new challenges. /li liIntegrity, accountability, and a collaborative leadership style. /li liThe ability to inspire confidence and credibility. /li liTransformation skills, including project management and change management. /li liGood understanding of customer service (process) frameworks /li liGood understanding of Customer service planning (objectives and action plan), service level management, performance monitoring and coaching /li liGood understanding of Customer service process management and improvement, including CRM and case management skills /li /ul /li /ulbr /pemInterested in joining our teams? /em /p pemGreat! We can promise you that with us you... /em /p ul lican count on our Vinçotte community: enthusiastic and driven colleagues /li liget the chance to develop and expand your own expertise /li lilearn to work objectively, but are also allowed to think out-of-the-box /li lisign up for a job with impact: your voice helps determine our policy /li licontribute daily to a safe and efficient society /li lican count on an attractive salary supplemented with a company car, extra-legal benefits (meal vouchers, extra vacations, etc.). /li /ulbr / Key Account, Marketing and sales, Decision Making, Business economics, Customer Service, KPI, People Management, Frameworks, Management, Driving, Case Management, Annual Performance, Customer Experience, Process Management, B2B Marketing, Stress tolerance, Coaching, Budget, Adaptability, Business plan, Mitigation, Improvement Project, Achieve Objectives, Projects, Process Development, Motivate Employees, Key Account, Communication, Sales Action Plans, Cross Selling, Leadership, Agile Methods, Retention, Exceeding Targets, Credibility, Sales service, Service, Accountability, Marketing, Change Management, Service Planning, Act with integrity