Mazda Motor Logistics Europe (MLE) is responsible for distributing cars and parts to our European customers as quickly and efficiently as possible. MLE was founded in 1968 and is located in Willebroek, Belgium. On top of its logistics activities, MLE offers financial and IT services to all Mazda's National Sales Companies. MLE employs over 350 employees, who come from a variety of countries. MLE delivers spare parts directly to over 2300 Dealers and Independent Distributors in more than 30 European countries. Vehicles arrive in the ports of Barcelona, Antwerp and Zeebrugge and are then further distributed to the Dealers all over Europe. At present MLE is implementing plans to respond even faster, sharper and more efficient to the increasing demand of our customers. Therefore, we are regularly looking for new talents. Leading the MLE CRC team being responsible for the customer inquiries/complaints from the markets of France, Belgium and Netherlands, including goodwill sign off, reporting and coordination of tasks between internal departments, dealers and customers. Standardise customer handling processes for the three markets, following up critical escalated customer cases as well as by implementing a management reporting system to identify trends and develop counter measures. Support an appropriate and ambitious strategy and manage its implementation Manage strategic development of the MLE CRC structures for the markets of France, Belgium and Netherlands. Support European strategic initiatives. Manage the MLE CRC team as well as customer satisfaction initiatives / processes to ensure that customer satisfaction levels are on target Coaching and development the CRC employees in order to make optimal use of and develop the competencies, skills and know-how and to work as a well-functioning team. Meet with direct reports on a 1-2-1 basis at least once a month to discuss objectives, development and other issues. Ensure that the MLE CRC handles complaints and inquiries on time, correctly and in line with our blueprint values for the Dutch, Belgium and French market. Provide a first escalation point for the CRC team and handle direct customer contact as required, but minimum 10% of your working time. In peak times support more. Represent the CRC team in escalations to CS Directors when required. Identify and address blockers that affect the performance of your team (resources / processes / time etc.) and discuss these in a timely way to support them in finding a suitable solution to the problem. Pro-actively manage the underperformance of direct reports and provide ongoing feedback to support them improving their performance in the future. Adopt a consistent view regarding processes / policies / resources understanding and demonstrating the importance of driving this within your team. For instance ensure that your direct reports adhere to core policies such as working shifts. Contribute to regular best practice sharing within the European CRCs with regards to measure and improve customer satisfaction. Manage the goodwill and goodies budget for the business Develop a strategy how to handle goodwill for the MLE CRC in alignment with the MAF, MMB, MMNL Take responsibility for and control the goodwill/goodies budget provided by MLE, MAF, MMB, MMNL as well as sign off of goodwill requests in the CRM system and report them to the markets Manage implementation and maintenance of processes to handle queries and issues from customers and dealers / authorised repairers Define, measure and ensure quality standards for the CRC Define, measure and ensure KPIs, report them to MAF/MMNL/MMB/MME Management and lead MME to take corrective actions if necessary Escalate MLE CRC cases when necessary and follow up Develop and ensure implementation of relevant policies, processes and systems Regularly review policies and procedures relevant for the MLE CRC and identify improvement opportunities Facilitate the implementation and optimisation of relevant IT systems to support relevant business processes and the CRC Be responsible for the continuous optimization of the IT systems Manage external business contacts including - if applicable - their selection, termination and management as well as the monitoring of their effectiveness Ensure that processes and data of other call centers (e.g. Roadside Assistance, Marketing agencies) are aligned within MAF/MMB/MMNL Supervise contact of MLE CRC with MAF/MMB/MMNL dealers and interfere in escalated cases if necessary Manage cooperation with internal interfaces to support shared planning and mutual understanding As BO of CRC, be the single point of contact and the key interfaces with MME regarding the all applications used in your department and the processes related to the application Coordinate tasks between Marketing, Sales (Fleet) and Customer Service Lead, coordinate and follow up customer inquiries/complaints in close cooperation with relevant parties in the respective markets Improve involvement of MAF, MMB, MMNL dealers in case of customer complaint handling by identifying processes and system requirements Do you have min 5 years of experience in customer service management environment? Are you fluent in Dutch, French and English? (Mother tongue Dutch or French) Are you people oriented and do you love to connect, inspire and coach? Are you a team player wit... Answering Questions, Parties, Roadside assistance, Data Processing, Use ICT systems, Assisting People, Driving, Business, Customer Experience, Countermeasures, Coaching, Corrective Actions, Findings, Call centre, Development, Ensuring Quality, Policy, Planning, Sales, Coordination, Task Coordination, Organization Skills, CS, Optimization, Blueprint, Ambition, Proactivity, Vehicles, Trendwatching, Implementation, Busy Periods, Customer Service, KPI, Agency Marketing, Customer Service, Communication, Customer complaints, Budget, MME, Monitoring, Interfaces, Optimization, Escalation Point, Quality Control, IT Systems Support, Enthusiasm, CRM systems, System Requirements, Passion, Management, Customer Relations, Highly responsible, People-oriented, Marketing, Customer complaints, Business Process Originele vacature is te vinden op StepStone.be – Maak nu een Jobagent aan op StepStone en vind je droombaan! https://bit.ly/2jPYsZC Vind gelijkaardige jobs, informatie over werkgevers en carrièretips op StepStone.be!
Original job ad is published on StepStone.be - Set up a Jobagent at StepStone now and find your dream job! https://bit.ly/2jPYsZC For similar jobs, information on employers and career tips visit StepStone.be!
La version originale de cette offre d'emploi est disponible sur stepstone.be – Créez maintenant votre Job Agent sur StepStone et trouvez le job de vos rêves ! https://bit.ly/2jPYsZC Trouvez des jobs similaires, des informations sur les employeurs qui recrutent et des conseils de carrière sur stepstone.be!