Customer Care Operations Manager

8 uur geleden

Hoofddorp, Noord-Holland, Nederland InVue Voltijd

About InVue

InVue is a global company headquartered in the US, providing innovative sales enablement and security hardware and software solutions to retailers and commercial retail businesses.

We balance increasing sales and associate productivity with theft prevention/security requirements and store aesthetics. Our products help secure high-theft merchandise, leverage tablets for commercial retail, enhance customer experience, and empower store associates.

As a market leader with cutting-edge facilities, we develop innovative products that defy the status quo. Our commitment to creative design and superior quality has earned top retailers and consumer brands worldwide.

About the Role

This position reports to the VP Global Customer Care and manages all operational and customer success capabilities in support of Europe and MEA business units.

You'll collaborate directly with customers, sales, and supply chain leaders to meet growth initiatives. Operational capabilities include customer service, key account management, order management, technical support, logistics, demand planning, and administrative functions.

Key Responsibilities

  • Manage daily operations staff in the Hoofddorp office.
  • Establish processes and procedures, revising as necessary for business changes.
  • Servicing customers full cycle from inquiry to after-delivery support to their expectations and InVue management.
  • Leading effective management of demand and supply for EMEA to service customer needs and meet financial goals.
  • Providing direct operations support to high-profile accounts, including demand planning, QBR facilitation, project management, and escalations.
  • Ensuring controls and processes are in place for financial transactions affecting the office.
  • Assisting corporate with HR and payroll functions, including on-site recruitment, orientation, employee relations, benefits, and compliance.
  • Managing sales and marketing administrative support roles.
  • Understanding and managing business operation complexities, identifying areas for improvement, and focusing efforts accordingly.
  • Managing assigned projects as needed.
  • Collaborating with sales leadership on regional growth strategies.
  • Working closely with US counterparts in product marketing, quality, engineering, and planning to serve EMEA market needs.
  • Supporting country-specific 3rd party service partners.

Requirements

  • Bachelor's degree 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, Order Management, Key Account Management, Supply Chain/Logistics.
  • Customer-facing account management experience.
  • Advanced knowledge in Microsoft Word, Excel, PowerPoint, and Outlook.
  • Ability to work with individuals at all levels and across departments.
  • Independent and resourceful.
  • Excellent communication skills (verbal and written).
  • Ability to work under pressure, multitask, and meet deadlines.
  • Fluent in written and spoken English; Dutch also required.
  • German, French, Italian, and Spanish languages a plus.

Location: Hoofddorp, Netherlands.

Estimated Salary: €80,000 - €120,000 per year, depending on experience.

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