Customer Service Manager

**JOB RESPONSIBILITIES**:
**Strategic**:

- Understand, get involved and support the deployment of FLMC Customer Service strategic initiatives within the team
- Contribute actively to the EMEA Roadmap in proposing & taking ownership of some key projects.
- Drive continuous improvement: Utilize information and statistics that will inform corrective and preventative actions followed by action plans shared across the team, thereby ensuring the level of customer service required.
- Assume ownership of metrics and follow up on required actions for continuous improvement
- Ability to foresee challenges, put in place and implement action plans to solve them

**Customer focus**:

- Develop and lead a commercial and proactive attitude from all CS employees: Identifying opportunities through active listening and probing for customer requirements, answering all customer requests in a timely manner.
- Develop/ Implement feedback or complaints procedures for customers so that FLMC can be fully aware of any issues in the shortest lead-time. Analyse root causes and execute corrective action plan.
- Actively participate is escalations and customer meetings to ensure proper customer communication

**Organization**
- Ensure the consistent and effective provision of services / information to the customer base during its journey, including (but not only) Technical support, quoting and follow up, order processing and management, Transportation & delivery, after sales care & Claims Management, problem solving and other services across all media (Web shop, Telephone, mail, etc.).
- Manage functionally the teams, remotely and on site when required
- Ensure proper planning of day-to-day activities for team with the support of team leaders/coordinators where the case
- Maximize efficiency across all functions
- Ensure together with Outside Sales all quotes are chased in a timely manner to secure the business
- Identify, plan and execute actions to meet and exceed agreed KPI’s
- Ensure FLMC business processes are consistently implemented and applied
- Support ERP implementation where necessary in the country
- Develop/ implement relevant customer service procedures and processes in the respect of the Quality Management System and in accordance with FLMC standards.
- Develop wide market knowledge and ensure a keen awareness of FLMC products portfolio offering
- Ensure communication with his/her management line (solid and dotted line) is clear and focused, with Customer always represented fairly and accurately.

**People Management**:

- Play an active role in ensuring high employee satisfaction and retention
- Motivate the team to achieve world class business performance
- Coach team leaders/coordinators in managing and developing their teams
- Develop key employees and ensure succession planning
- Drive a culture of personal development
- Ensure team is properly trained and has all tools and knowledge to deliver best results
- Participate in the recruitment process of new members, where the case
- Set and drive team and individual goals in alignment with FLMC MSOL European strategic plan
- Conduct performance evaluations in a timely manner for direct reports
- Develop and streamline the structure of Customer Services in the country locations and in Cluj, in line with the business plan. Propose additional changes where needed.
- Understand all processes that are covered in the team.
- Coach reports in all aspects of the job.
- **JOB COMPETENCIES**:

- Manages complexity
- Customer focus
- Optimizes work processes
- Collaborates
- Build Networks
- Communicates effectively
- Action-Oriented
- Ensures accountability
- Courage
- Being Resilient
- Situational Adaptability

Fluent English plus fluent French or Dutch

2 days working from home optional with requirement to rotate travel between Diegem Site in Belgium and Ede Site in Netherlands on a weekly basis on team collaboration day