Europe and Africa Customer Service Manager

1 maand geleden

Duivendrecht, Nederland Ocean Network Express Voltijd

Job Purpose

The Europe and Africa (EUA) Customer Service Manager act as coordinator at management level for European and African Customer Services from a central perspective offering data, process management development and support to front office Customer Service Heads. To act as focal point between other departments in Europe and Africa and Global Headquarters and provide KPI data along with business experience to guide Senior Management to support and manage the Customer Service performance in Europe.

Primary Job Responsibilities and Measurement

Focal point for all European and African Customer Service issues for ONE Europe including all KPI and process management matters with various internal and Global stakeholders To develop the Service Cloud and traditional (non Service Cloud) business processes with Global Customer Service Management (GCSM) / offshore management / EUA CS Teams with a view to ensuring business stability and process improvements To continuously review and evaluate existing process & performance data from a business perspective to ensure development and improvements with all stakeholders Support General Manager Strategic Yield Management (SYM) by managing & maintaining and reviewing Customer Service KPI’s. Coordination with Country heads on performance related to these, Coordination with GCSM Global Headquarters and Europe as well as BPIT / Offshore management with regards to measurement of KPI’ and customer SLA’s Reporting to SYM Management on above Defining future Customer Service policy for EUA in combination with Senior Management, Business Process / Offshore Management, GCSM and front office Customer Service Teams Share same where required with Global Headquarters Provide ad hoc studies for both SYM and Marketing & Commercial Director on topics relating to but not limited to Commercial and Customer activities in Europe and Africa To develop the Coordination role in Europe and Africa allowing for effective translation of policy and data from a Global Headquarters / Regional Headquarters management perspective to the Customer Service Heads in the Countries To establish effective KPI’s for Customer Service and to use data to support improvement To develop role into a fully integrated part of the SYM Team and Customer Service environment

Required Skills and competencies

5– 10 years of relevant experience High understanding of the Shipping and Logistic sector including marketing/ Trade understanding, Pricing & Yield management principles and data skills Good communicator and negotiator and able to present facts based on data based arguments Good people management skills to manage and motivate team members Strong Problem Solving & Planning and Organisation skills Business Awareness Customer Focus Decision Making Innovation and Improvement

What we offer

Market based salary 26 Holiday days per year Holiday allowance 13th month Pension: a defined contribution paid by Employer and Employee WIA and WGA-gap insurance fully paid by ONE Collective Health Insurance Commuting and Working from Home Allowance Hybrid working Office in the centre of Rotterdam, walking distance of station Blaak and the Markthal

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