Customer Service Manager EMEAI

Lead with Impact: Shape Customer Experience Across EMEAI

The
Customer Service Manager [EMEAI]
is a highly experienced customer support leader dedicated to delivering exceptional service across the Europe, Middle East, Africa, and India region. This role plays a pivotal part in shaping a positive customer experience through strategic staffing, capability development, data-driven decision-making, and cross-functional collaboration. As our organization evolves, this position will lead initiatives to enhance operational efficiency, drive process automation, and elevate service standards within customer support.

Based in The Hague,
the manager will oversee and coordinate day-to-day customer service and administrative activities. This includes managing a high-performing team, supporting office and warehouse operations, and ensuring that administrative processes, such as
customer onboarding, order management, pricing validation, and claims handling
, are executed accurately and efficiently to support business operations across the EMEAI region.

This role will require a minimum of 4 days working onsite in our fantastic office space*

This role requires a minimum of 10 years' experience in international customer service, including at least 5 years in a managerial position with direct team leadership responsibilities. Due to the strategic scope and complexity of the role, candidates must meet these experience requirements to be considered.

Key Responsibilities

• Lead the current world class customer success team for Arlon EMEAI to continue to enhance customer's experience. Develop and implement a customer loyalty program and work with the commercial management to deliver a superior customer experience.
• Actively contributes to the development and execution of the EMEAI commercial strategy, aligning customer operations with broader business goals and market dynamic
• Manage and support the team to ensure incoming orders are correctly priced, entered and shipped within stated lead times and within internal policies and guidelines
• Manage order entry, order changes, order cancellations, emergency order releases and need for air freight or expeditated shipments.
• Review and modify standard operating procedure documentation to support new hire training and use it as a base for opportunity to improve our processes to be more efficient and automated.
• Ensure pricing structures are accurate and system-integrated to support automation and strategic pricing decisions.
• Collaborate with commercial teams to align pricing with market positioning
• Manage the processing of incoming claims and returned goods. Provides the initial authorization for internal processing of claims. Leads managing and improving our current Quality and Service Matrix Index.
• Consults with US Credit Manager regarding account status, customers on credit hold and provides Sales Director recommendations and suggestions to manage monthly sales targets.
• Liaison between credit manager and commercial team to help onboarding of new customers and vendors.
• Oversee Customer Support & Inventory team members to help facilitate Arlon's European warehouses and analyze and updates inventory levels on a regular basis.
• Assume additional responsibilities and contribute to special projects as directed, supporting the evolving needs of the business and process improvement and automation.

Management/Leadership Responsibilities

• Team Leadership: Directly manages the customer service team, overseeing daily operations and ensuring alignment with regional goals.
• Performance Management: Sets clear objectives and performance standards, conducts regular check-ins, and carries out cyclical processes such as annual appraisal reviews.
• Talent Development: Supports recruitment, onboarding, and ongoing training initiatives to build a high-performing team equipped to meet evolving business needs.
• Professional Growth: Encourages and facilitates professional development opportunities for team members, promoting continuous learning and career progression.
• Employee Relations: Handles employee matters in collaboration with the HR team, fostering a positive and inclusive work environment.
• Administrative Oversight: Ensures administrative processes, such as documentation, reporting, and internal coordination are executed accurately and efficiently across the EMEAI region.

Requirements

• Minimum of 10 years' experience in international customer service, with at least 5 years in a managerial or leadership role - essential.
• Bachelor's degree in Business, Communications, or a related field preferred; equivalent higher education or professional experience will also be considered.
• Strong working knowledge of SAP and CRM platforms is essential for managing customer and operational data effectively.
• Advanced proficiency in Microsoft Office, particularly Excel and data analysis tools, to support reporting and decision-making.
• Fluent in English, both written and spoken; fluency in at least one additional European language is required to support regional communication. Basic or Intermediate Dutch knowledge preferred, with the willingness to further develop the Dutch language skills.