Customer Service Manager (Zuid Nederland)
As Customer Service Manager, you will manage the customer service department, thereby
focusing on the main goal of increasing the overall efficiency, managing the interfaces with all related
departments and overseeing front office processes pertaining to customers.
You will improve the effectiveness and quality of customer service;
identify bottlenecks inside and outside the department; continuously work on improving data
accuracy and create an environment in customer service that promotes ongoing improvement.
Furthermore, you will primarily focus on creating a culture that embraces the needs of
customers and the fulfillment thereof. This requires dedication, a service and solution-oriented
attitude and willingness to internally reorganize processes in the customer service department.
The position combines highly diverse tasks, as it is a central position within the company and, as
such, has contact to all departments and customers. Complying with customers’ needs can create a
sense of accomplishment. The next career step could be onto a management position in sales or
Create an efficiently working customer service department that is the key to flawlessly
managing the interfaces between our customers and other departments in the organization.
To oversee the customer service department (consisting of 4people), the manager must
serve as a role model with regard to focusing on customers, fulfilling requests and
continuously promoting services aimed at improving customer services as well as intern.
Manage relationships with customers and acting as a liaison with operations to meet
customer requirements. Possessing a sound understanding of our technology and
Utilize systems such as SAP, ESM, CRM tools to monitor customer activity. Identifying
bottlenecks in processes and supporting the efficient use of systems and tools. Become the
face and point of contact
Support annual growth initiatives and drive organic growth with house accounts
Achieve customer satisfaction – together with sales team – by understanding needs,
requirements and ensuring that these are fulfilled.
Manage the entire CS department, including a flexible leadership style, which can be adapted
to the amount of employees and monitor the CS performance by KPIs.
Represent CS and as a liaison for Europe) in operational and management meetings
Maintain sales opportunities funnel and CRM
Maintain Quote Log, weekly flash data and forecasts (net sales, order entry, backlog)
Drive continuous improvement by identifying bottlenecks, finding solutions and
implementing structural improvements, while being process oriented
Close sales and achieve monthly quotas
Provide quotations, delivery updates and information on availability of parts and lead times
Coach and develop CS employees to ensure they achieve an excellent level of knowledge
Pragmatic management/coordination of (complicated) ad-hoc situations or urgent requests
Technical or functional Knowledge
Associate’s or bachelor’s degree in Technical Business Administration or similar subject.
Three to five years of internal sales or customer service experience in a technical
environment, must be service oriented.
Knowledge of the oil and gas service sector is an asset.
Experience and Essential Requirements
Customer service experience
Some technical background and the ability to understand the technology (reciprocating
Flexible, stress resistant and persistent when it comes to accomplishing tasks
Ability to multi-task, prioritize urgent matters in a structured way, manage time effectively
and used to handling input/output from/to all departments.
Helicopter view to improve processes and develop IT solutions
Excellent verbal and written communication skills, ability to establish contacts
Strong listening and presentation skills
Experience with using IT tools such as SAP, CRM (preferably SalesForce), MS Office
Internal management of a (small) team and multiple stakeholders
Excellent Dutch and English language skills –German and French skills are an advantage
Commitment to completing tasks in an accurate manner