Director, Customer Operations - EMEA Region

Customer Service Hoofddorp, The Netherlands

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Description

Director of Customer Operations, EMEA
Hoofddorp, Netherlands
 
This position reports to the VP of Customer Excellence and will be responsible for managing all operational and customer success capabilities in support of the EMEA region while collaborating directly with customers and sales and supply chain leaders to meet the growth initiatives of the region. These operational capabilities include customer service, key account management, order management, logistics, demand planning and administrative functions.  This leader will effectively work between the sales & operation organizations of the company to service partners and end customer needs. 
 
Responsibilities
 
  • Manage the daily operations staff in the Hoofddorp InVue office.
  • Establish process and procedures, and revise when necessary for changes in business.
  • Ensure the customer is serviced full cycle (inquiry to after delivery support) to the expectation of the customer as well as InVue management.
  • Lead effective management of demand & supply for the EMEA region to service the needs of customers as well as meet the financial goals of InVue.
  • Manage and optimize the logistics processes and relationship with third-party logistics (3PL), together with the EMEA Logistics coordinator
  • Provide direct operations support to high profile accounts including demand planning, QBR facilitation, project management and escalations.
  • Ensure the controls are in place and processes are executed for all financial transactions affecting the office.
  • Assist corporate with Human Resources and Payroll related functions including on-site recruitment, orientation, employee relations, benefits, and compliance.
  • Manage sales and marketing administrative support roles.
  • Understand and manage the complexities of the business operations and know when and where improvements need to be made and where the position should focus.
  • Manage projects assigned on an as needed basis.
  • Collaborate with sales leadership on regional growth strategies.
  • Work closely with US counterparts in product marketing, quality, engineering and planning to service the needs of the EMEA market.
  • Work directly with and support country specific 3rd party service partners.
Qualifications
 
  • Completion of HBO or Bachelor Degree’s in Business or related field.
  • At least 5 years of people and department leadership experience.
  • Previous experience working for a multi-national organization.
  • Experience in Customer Service, Supply Chain / Logistics and HR administration.
  • Customer facing account management experience.
  • Advanced knowledge in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Capable of working with individuals at all levels and across all departments of an organization.
  • Independent and resourceful.
  • Excellent communication skills, both verbal and written.
  • Ability to work under pressure, multi-task and meet deadlines.
  • Fluent in written and spoken English and Dutch.
  • German, French, Italian and Spanish languages a plus.

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