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Customer Support Manager

2 maanden geleden

Oude Meer, Noord-Holland, Nederland WFS PRO BV Voltijd
Job Title:

Customer Support Manager

Job Summary:

We are seeking a highly skilled Customer Support Manager to lead our Material Services business in delivering exceptional customer experiences. As a key member of our team, you will be responsible for managing a team of Customer Support Representatives, ensuring compliance with internal and external service levels, and driving performance improvements through operational management and continuous improvement.

Responsibilities:
  1. Lead a team of Customer Support Representatives to achieve business goals;
  2. Assume accountability for work delegated to team-members;
  3. Ensure compliance with internal and external service levels;
  4. Maximize Revenue and Gross Margin within operational boundaries;
  5. Perform analysis to identify opportunities for improvement and translate insights into concrete actions;
  6. Deliver performance reporting for internal and external stakeholders;
  7. Represent the team in cross-departmental meetings and engage with Operations, Programs, and Commercial stakeholders to maximize performance;
  8. Act as the first point of escalation for internal and external stakeholders;
  9. Support the team and external stakeholders in navigating and improving systems, policies, and processes;
  10. Coordinate new account and contract implementations;
  11. Act as a backup for team-members when workload demands it;
  12. Strive for Continuous Improvement, act as a CI facilitator, and encourage team members to identify improvement initiatives;
  13. Manage the Performance Development Process Cycle for assigned teams;
  14. Adhere to organization's export compliance and quality policies;
  15. Balance presence at both locations in the Netherlands to regularly be present physically with teams.
Requirements:
  • An HBO degree or equivalent in a technical or commercial discipline;
  • A minimum of 3 years' relevant work experience in managing cross-functional teams;
  • A minimum of 5 years' relevant work experience within a commercial role, demonstrating commercial savviness;
  • Excellent communication and stakeholder management skills;
  • Relevant technical experience and understanding of product portfolio;
  • Excellent analytical skills and proficiency in using MS Excel and MS PowerPoint;
  • Experience in Continuous Improvement projects and optimizations;
  • Demonstrated knowledge of shop processes and work order execution processes;
  • Demonstrated knowledge of Customer Support processes;
  • The ability to look for ways to add value beyond customers' immediate requests and act on them;
  • Broad understanding of the aerospace market and component trading within subject area;
  • IPMA-D and Lean Six Sigma Greenbelt desirable;
  • Master both Dutch and English language in oral and written communication.
What We Offer:
  • A competitive salary matching your knowledge and experience;
  • Flexible hours and hybrid working from home;
  • 27-29 holiday days and 13 ADV leave days per year;
  • A challenging international working environment;
  • Company laptop and phone;
  • An insider's look into the innovative world of aviation;
  • A lot of room for professional and personal growth;
  • Fun colleagues.
How to Apply:

Please submit your application to us.