Customer Care Manager Pro Be
il y a 10 heures
Customer Care Manager PRO BE
- Not Yet Determined
- Bruxelles
- Full-time
- Belgium
JDE Professional Customer Care provides support externally to customers and internally to local sales teams and is responsible for supporting the contract quoting & machine ordering process, complaints, requests from customers, communication about this and managing expectations. The Customer Care department consists of 8 employees, divided into 3 teams, Customer Care (Front & Back Office), Tender Desk, and the Business Process Owner Quote-to-Cash. The Customer Care Manager is part of the Sales Team and reports to the Sales Manager BELUX. The Customer Care Manager is responsible for all the non-commercial customer contacts related to the quote-to-cash flow.
**Your main responsibilities**
Within this role you will have the following tasks and responsibilities:
- Involving the organization in improving and increasing customer satisfaction
- You retain existing customers by ensuring the Customer Care team provides high customer satisfaction in response to complaint handling and prevention
- Responsible for modernizing and optimizing the customer experience.
- Grow our Customer Care culture in the organization.
- Responsible for the effectiveness and standardization of processes within JDE Professional organisation in Belgium, including:
- Country coordination of requirements for improvements within the Quote-to-cash flow
- Country contact with Global Project Governance. Report transition progress and KPI tracking to local Management Team
- Identify and drive continuous improvements to local ways of working. Drive embedding of new processes and systems
- Improve internal processes and quality of our services internal & external, covering the entire customer lifecycle
- Responsible for managing the timely delivery of back office deliverables in close cooperation with other departments within Sales, Finance and Operations. This requires thorough understanding of the business process and how these are supported by our front-end (e.g.: Salesforce) and back-end (e.g.: SAP) systems.
- Mitigate the effects of increasing costs and support business growth initiatives by leading the price increase process and (operational) cost reduction initiatives
- Defines and strictly follows KPI to measure our performance (incl. Customer Satisfaction, Customer complaints, Quote creation etc )
- You coach, guide, engage and develop team members to ensure we continue to provide excellent support.
**Qualifications**:
- Master degree, preferably in a business administration or commercial direction or equivalent by experience
- A minimum of 3-5 year work experience in a management position, in a business to business environment, preferably for an A-brand
- You have excellent Dutch, French and English language skills
- You have an analytical, proactive, result-oriented approach and you are able to get people on board
- Affinity and experience in coaching and managing employees
- Knowledge of online and offline customer service
- Knowledge of measuring and experience in improving customer satisfaction
- Advanced knowledge of automated systems (including CRM/Sales Force, SAP R / 3, SAP BW)
Additional Information
**What’s it like to work at JACOBS DOUWE EGBERTS?**
We are proud of our passionate, driven associates that challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious - JACOBS DOUWE EGBERTS: A coffee for every cup.
Working with us means you’ll be making an impact in a fast-paced, collaborative environment. We work as a team, celebrating success and supporting one another. Our associates work with a diverse group of like-minded people, in an innovative environment committed to doing the right thing - all across the world.
At JACOBS DOUWE EGBERTS, we see the value in the incredible things that can happen over a cup of coffee. We are driven by the belief that everyone deserves to enjoy the coffee they love.
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