MBU Team Lead Customer Service Europe
Oostrum HBO 40 uur 27-11-2023
The MBU Team Lead Customer Service holds a pivotal role within Global Customer Service, overseeing a Mini Business Unit (MBU) for specific regions or markets. The key responsibilities can be categorized into several areas:
Operational Customer Service:
- Actively engage in daily customer service tasks, balancing leadership (70%) and operational (30%) roles.
- Oversee order entry, case management, accounts receivables, task registration, and customer communication within the assigned market.
- Coach and challenge the MBU team for constructive actions, measurements, and improvements.
- Drive initiatives for expanding partner agreements and act on improvement ideas.
- Monitor day-to-day activities, prioritize tasks, and handle escalations within the MBU team.
Customer Service Key Activities:
- Operate with the team in line with MBU values and strategy.
- Manage daily orders, calls, and CRM system entries.
- Address customer complaints actively and accurately, focusing on problem-solving and resolution.
Coaching and Performance:
- Coach team members on individual and team development.
- Conduct Mid-Year and End-Year Performance reviews in collaboration with the Customer Service Global center of excellence and Head Europe.
- Signal and escalate negative performance or development issues.
- Daily work on KPIs and SLAs, escalating and initiating improvements.
- Monthly reporting on agreed KPIs, analyzing performance data, and suggesting improvement initiatives.
- Participate in monthly performance meetings with relevant stakeholders.
Qualifications and Traits:
- Desired traits include curiosity, adaptability, resilience, empathy, tech and data savviness, customer-centricity, execution-driven mindset, and proactive attitude.
- Essential qualifications include a minimum of 3 years of team leader and customer service experience, excellent communication and computer skills, multilingual proficiency, and knowledge of products, services, and supply chain processes.
- The MBU Team Lead Customer Service is part of the Global Customer Service team and reports to the Customer Service Global center of excellence and Head Europe.
- Operates within an MBU framework, focusing on shared SLAs and KPIs, with a commitment to efficient team working, daily customer service management, and continuous improvement.
- Acts as the primary contact for Customer Service Representatives within the MBU, collaborating with MBU coach and key users of relevant platforms and processes.
- Driven by the Customer Experience Management strategy and the MBU way of working to prioritize and implement improvements and initiatives.
Our ideal candidate:
- HBO level;
- Minimum Teamlead and customer service experience of 3 years;
- Native Dutch;
- Excellent oral and written communication in English & minimum 1 other language skills;;
- Excellent computer skills (MS Office, ERP, CRM);
- Product & services knowledge;
- Affinity with both Commercial- and Supply chain processes.
- Living in the area of Eindhoven - Nijmegen - Roermond is required. Only applications from candidates residing in this area will be considered.
Where are you going to work
Our client has more than 50 years of experience in protecting cargo around the world. Worldwide, specialists use their expertise to work with customers to develop applications and provide them with advice and training, ensuring that their cargo arrives at its destination undamaged. The company has branches all over the world. This vacancy is for the Oostrum branch (near Venray) in the Netherlands.
Want to know more?
Intrigued? We’d love to hear from you and are happy to tell you more! Please click “Solliciteer direct” to submit your resume! For more information, contact Marieke Henke 06-21901337!
Oostrum HBO 40 uur 27-11-2023