As a Customer Service Manager, you will be responsible for leading and further developing the European customer service organisation. You will ensure efficient processes while maintaining a high level of service quality towards customers. In this role, you will work closely with departments such as Sales, Logistics, Production and Finance to align operational activities. You will also play a key role in change management, digital transformation and continuous process improvement initiatives.
Additionally, you will be responsible for:
- Leading, coaching and developing a multilingual customer service team.
- Centralising and harmonising customer service processes across multiple European locations.
- Monitoring and improving KPIs such as response times, order processing and customer satisfaction.
- Coordinating the complete order management cycle, from quotation through to delivery and reporting.
- Supporting the implementation and optimisation of ERP and CRM systems.
- Managing escalations, quality issues and complex customer enquiries.
- Optimising workforce planning, workload distribution and operational efficiency within the department.
