Job details

Title
CS Supervisor - Nordic - Utrecht Area

Reference
6933_1580743665

Region

Language

Skills

Last edited
February 3, 2020

Job contact

Melissa Lauchli
abroad@abroad-experience.com
0031 33 479 3095

Share this page

CS Supervisor – Nordic – Utrecht Area

Our client is an international leader in their field, and they are based in the Utrecht area of the Netherlands. Currently our client is looking for a dedicated Customer Care Supervisor to lead, motivate and guide their dynamic Customer Care team. The successful candidate will be responsible for the U.K. and Scandinavian market. The Customer Care Supervisor is responsible for overseeing exceptional Customer Support within his/her team and must always represent the company and the company philosophy with the utmost integrity.

Start Date: April 1

Responsibilities/Tasks:

  • Implements all EU procedures and processes related to Customer Service
  • Manages processes daily in an effective way to reach the local customer care targets
  • Leads and updates the customer service team regarding all necessary information, training, developing and tools to perform their jobs effectively
  • Ensures smooth team operations and effective collaboration
  • Manages and monitors the satisfaction of TOP 20 customers related to the customer care department, and implements countermeasures when necessary
  • Promotes campaigns and special offers for customers
  • Responsible for ensuring reliable product support (basic level)
  • Oversees the correct handling of: quotation’s, orders, deliveries and invoices
  • Guarantees fulfilment of the local Terms and Conditions of Sales, with regards to returns, discounts, freight charges, warranties and product complaints
  • Responsible for a successful customer experience cycle thereby strengthening customer loyalty.
  • Ensures accuracy regarding a correct Customer Master Data & Customer Discount maintenance in ERP
  • Ensure compliance with the local legal requirements
  • Responsible for ensuring a correct consignment stock management
  • Supervises backorders for customers and implements corrective procedures and actions when necessary
  • Monitors courier service (both customer transport perception and courier hit rate) and implement corrective actions when necessary
  • Evaluates and enhances all processes/workflows in department in order to create efficiency
  • Ensures weekly meetings with each member of the team to provide performance feedback, guidance and coaching
  • Interfaces closely with other departments within the Company

Requirements:

  • Minimum of 3 years’ experience in customer service supervisor, ideally within a medical device company
  • At least two years of experience managing day-to-day central warehouse
  • Proven successful background of building, managing and developing teams
  • Results orientated with continuous improvement skills
  • Ability to build strategic work relationships and negotiate with internal and external customers
  • Ability to communicate effectively, provide constructive feedback, mentorship and coaching.
  • Solid knowledge as user in CRM systems
  • Excellent knowledge in ERP systems, focus on sales modules
  • Fluency in the English language is a prerequisite
  • Fluency in Danish and/or Finnish and/or Swedish and/or Norwegian is a prerequisite

Our client offers:

  • A dynamic international environment
  • Full-time job with a competitive annual salary (vacation allowance, plus 13th month), and bonus
  • Compensation for commute
  • Collective pension fund
  • Option to be a part of their collective health insurance
  • 26 day vacation + other special type of leave