Customer Service Manager EMEA

at  Viking EMEA

At Viking EMEA, we encourage an entrepreneurial spirit within our teams, recognizing that the best fire protection solutions are born from collective intelligence. We are always eager to collaborate, brainstorm, and refine our ideas with our colleagues. Will you join us and bring your expertise to our team?
As Customer Service Manager EMEA you will contribute to making Viking EMEA a first class Service provider, becoming the first choice for customers “known for their service” and therefore to generating more sales.
The scope of responsibilities is wide ranging from the customer interface at the point of entry and to organizational, structural, processes and systems management.
As an experienced business professional in B2B with track records in customer service transformation, your role will be to define the key success factors for our customer interface and then to define, develop, standardize and, bring efficiency to our customer service function across EMEA to offer a first class service from initial query to aftersales.
During the first 6 months, we will ask you to get a good understanding of our business and you will share your findings and provide the senior management your ideas and initiatives. After this exercise, you will drive the change in Viking EMEA and take full ownership of the customer service management.
Tasks

QUALIFICATIONS AND EXPERIENCE:

• at least 10-year experience managing a customer service team and a clear vision of the key success factors & KPIs
• Bachelor’s degree/level in in relevant field (e.g. Business Administration, Commercial Economy etc)
• hands on experience in a distribution company of industrial products (sales, product management, operations)
• significant experience in a service oriented function in developing / restructuring a customer service function
• proven experience of creating excellent customer service
• clear understanding of the connection points in the order to cash process
• demonstrated ability to establish vision, drive organizational change and deliver positive results in customer service
• You speak excellent English, other European languages are a plus

• Develop deep understanding of customers & company success factors, build a customer service vision and an implementation path towards this vision;
• Recommend and influence the change vision;
• Bring improvement through development, training, support or process change;
• Review and propose change to the current structure (if relevant) to achieve high performance, right competency coverage and risk reduction;
• Re-dynamize the customer service function though proper communication, leadership, empowerment, SMART objectives;
• Review external customers escalations to the customer service team and propose corrections;
• Support Local Operations Manager in creating productive environment;
• Define levels of excellence and give directions how to reach and monitor them (quotes & order processing turnaround time, phone presence, order book maintenance, etc.);
• Share information with the team, review progress and monitor KPI’s;
• Elaborate and coordinate trainings for all the CSR’s and build development and succession plans;
• Ensure process robustness and process documentation/rollout;
• Promote and support new technological solutions development (e-commerce, configurator, CRM, etc.)