Customer Service Manager, EMEA (for Hardware Product Company)

Customer Service Hoofddorp, The Netherlands

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Description

Customer Service Manager, EMEA Region 
Location: Hoofddorp, NL 
 
InVue is a hardware, product based company with B2B enterprise level customers. We are accepting applications from candidates with relative hardware-product based, industry experience. 
The Customer Service Manager is responsible for the day-to-day interactions between our customers (B2B Direct and Distribution Channels) and the InVue customer service team, providing leadership and close supervision of the team to achieve total customer satisfaction and loyalty through process and people development. This position will be under the direction of the Operations Director and manage 12-14 direct reports. 
 
RESPONSIBILITIES 
 
People Management 
  • Motivate, appreciate, recognize, and inspire
  • Recruit, mentor, and develop customer service representatives
  • Create and manage by KPIs – coach employees on areas of improvement
  • Provide and document consistent feedback to employees
  • Complete employee performance reviews
  • Foster a culture of service and collaboration and create followership
  • Understand, comply, and enforce policies, procedures, and instructions to ensure product quality, customer satisfaction, attainment of business goals and environmental well-being
Customer Experience Excellence 
  • Order management & fulfillment
  • Customer management, analysis, and reporting, customer inquiries
  • Material returns and customer complaints
  • Exceptional customer communication
  • Project management for small-medium roll outs, including field services vendors
  • Collections support as requested from Finance
  • Customer master maintenance
  • Team development and training
  • Reporting on performance, customer experience and other business critical data
  • International distribution partner support in Europe
  • Technical support & trouble shooting
Continuous Improvement 
  • Create and/or improve SOPs
  • Promote user acceptance and integration in to processes of approved technologies
  • Heavily support the contact center solution implementation project plan
  • Rely heavily on resources and data to achieve qualitative and quantitative results
  • Drive to root cause and implement/track and sustain corrective actions
 
QUALIFICATIONS 
  • BA/BS degree from an accredited institution
  • 5+ years of professional experience in a customer service, preferably in manufacturing 3+ of those years as a people manager
  • High proficiency in Microsoft applications (Word, Excel, PowerPoint, Outlook, Teams)
  • Strong ERP system experience and understanding, AS400 experience a significant plus
  • Demonstrated proficiency in CRM and Contact Center systems and practices
  • Experience in Startups / Start overs / Process and System improvements and enhancements
  • Strong organizational skills with the ability to effectively prioritize and manage multiple demands in a fast-paced environment
  • Ability to transfer knowledge through training and mentoring
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Excellent interpersonal and communication (verbal and written) skills
  • In-depth knowledge of customer service principles and practices
  • Fluent in English, both in verbal and written communication. 

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