As 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. You 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. As 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. Furthermore, 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. Finally, 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. Customer Service Strategy & Leadership: You 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. You will communicate towards the customer service organisation on this business plan, and motivate your team in achieving the objectives. You will define team & individual objectives, and follow up on the actuals. During the year, you align on a regular basis with the Marketing and Sales managers about the realisation of the business plan. People management: You manage resource capacity and collaborate with HR in recruitment of customer profiles. You are in charge of onboarding new service profiles. You 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. Customer service responsibilities You act as Key