Customer Service Director

The organization

For one of our clients, an entrepreneurial, successful, multinational manufacturing company, we are currently searching for a Customer Service Director.

The position

The Customer Service Director will be a member of the extended global executive leadership team and will be a key contributor in the development of the strategy, including goals and objectives to build a best in industry customer experience. The role will manage the Customer Service teams (order entry process, invoicing, customer complaint handling, process customer inquiries, quotes & orders, follow-ups, etc.) and will drive continuous improvement initiatives.

Candidate profile

• Progressive career path; at least 7+ years of experience in B2B customer service roles in an international environment. 5+ years of experience in leading teams of 10+ FTE.
• Extensive experience in setting strategy and improving the customer journey/ experience around the full order-to-cash-cycle.
• Successful track record in leading continuous improvement projects. Ability to identify critical areas of improvement.
• Experience in using, introducing and applying tools, metrics, measurements, KPI’s.
• Several years of experience in an operations environment. Supply Chain experience is a big plus.
• Preferred additional experience in sales, S&OP, planning and logistics.

Personal Skills

• Strategic & conceptual – ability to develop customer service strategies & processes across the value chain. Yet hands-on and pragmatic.
• Analytical - sees through complex situations quickly. Able to identify issues and opportunities for improvement. Finds pragmatic solutions.
• Excellent interpersonal skills & people oriented. Builds rapport easily with people on all levels, functions and regions; with colleagues as well as with clients.
• Persuasive – assertive, convincing and influencing in a matrix organization.
• Flexible - naturally adapts to different people, environments and situations. Feels comfortable in international environment.
• Organized and goal oriented – sets priorities, puts processes in place, makes things happen; strong executor.
• Striving to achieve outstanding results, ambitious and dynamic. Perseverant and makes things happen.

Interested?

If you are interested please apply to the vacancy “Director Customer Service” (reference number 19060) via the link below. Please submit your CV in English and Word format, and application letter if desired. Reference and diploma checks are standard part of the procedure; assessment, background checks and pre-employment screening may also be part of the procedure.

For more information, please contact Faye Hutton at +31 20 697 14 10.