Customer Service Manager

• Manage and coach the customer service team to provide a consistently excellent service to their customers
• Ensure accurate and timely invoicing of client activity
• Work closely with finance team to ensure all costs are captured/accrued
• Actively engage with customers to fully understand their requirements, avoid scope creep, and ensure agreed KPIs are met or exceeded
• Work closely with the operations managers to ensure data relating to customer issues is shared, resolutions are agreed and deadlines met
• Provide reporting data on complaints, trends and present findings
• Take ownership of issues, ensuring they are followed through to resolution
• Apply industry best practices in all CS functions
• Establish and manage internal KPIs for responses, resolution of issues and communication with customers
• Ensure a consistent approach in all communications with customers
• Set objectives for the CS team, carry out appraisals and identify training needs
• Keep abreast of the latest technology to drive best practice and continuous improvement
• Conduct satisfaction surveys for our customers, analyse the results and present findings to the senior team
• Audit customer service procedures and determine system/process improvements. Drive these improvements within the team

Requirements:

• Experience of working in a busy customer service environment with demanding clients
• Calm under pressure and able to maintain a sense of humour
• Excellent working knowledge of MS office
• Ability to lead by example
• Good problem-solving skills
• A proactive approach to issue resolution
• Able to positively contribute to the overall management team
• Able to match the requirements of our customers with the needs of the business
• Self-motivated
• First class communication skills, both oral and written

Salary Benefits:

• A proper salary according to market value
• Travel allowance
• Pension
• Dayshifts: Monday - Friday, 08:00-17:00

Our client is a logistics company based in Rozenburg at the Schiphol Logistics Park in the Netherlands. They offer a total solution for all the customers who ship goods to and from Europe by Air - Sea - Road transport and thereby storage and distribution.

Our client services include:

• Full 3PL (warehousing, pick/pack & distribution)
• International freight forwarding (air, sea and road)
• Licenced customs clearance service
• Fiscal representation for VAT purposes

It is their policy to continually pursue Customer satisfaction and Operational excellence by supplying the most flexible, efficient, and cost-effective storage, fulfilment, and distribution services around the globe, that meet Customer expectations and regulatory requirements.

They are a young and still growing, international company. They have a pleasant and safe working environment where their multicultural teams provide excellent service to their valued customers.