Operations Manager Customer Service (M/F/X)

As Operations Manager Customer Service, you are accountable for achieving objectives in terms of customer satisfaction and retention, as well as commercially (up & cross selling) within the stated timing and budget. You report directly to the Commercial Director.

You are in charge of defining the annual customer service business plan – part of the go-to-market plan – in which, besides the objectives, projects and action plans are included to achieve them.

As process owner of the Customer Service process domain, you are responsible for an efficient, standardized, and customer-oriented process operation, involving all internal and external stakeholders (including sales, planning, and operations as key partners, in addition to the end customer). You will act as driver of the continuous improvement cycle, including Process adoption, Performance monitoring, Selection improvement projects and Executing improvement projects. You will also stimulate and motivate continuous improvement culture within the customer service organization, by communicating and discussing issues and solutions with customer service employees.

Furthermore, you are responsible for leading the customer service teams, and you ensure the optimal deployment and development of the competencies and skills of the employees to guarantee a high-quality, rapid, and efficient follow-up of commercial activities. You are also in charge of coaching your direct reports.

Finally, you are actively involved in relationship management for a number of (key) accounts, so you can stay in touch with the market and the daily operations of the customer service team.
Overview:

Customer Service Strategy & Leadership:

• You will contribute to the yearly Marketing, Sales and Service business plan, which you develop in collaboration with the commercial director, marketing and sales managers. This plan will include goals, budgets and sales action plans to achieve these goals related to customer satisfaction, retention, up and cross selling.
• You will communicate towards the customer service organisation on this business plan, and motivate your team in achieving the objectives.
• You will define team & individual objectives, and follow up on the actuals.
• During the year, you align on a regular basis with the Marketing and Sales managers about the realisation of the business plan.

People management:

• You manage resource capacity and collaborate with HR in recruitment of customer profiles.
• You are in charge of onboarding new service profiles.
• You cultivate a sense of belonging within the customer service team and Vinçotte community by stimulating positive team spirit, take care of communication on results and other customer service related topics.

Customer service responsibilities

• You act as Key account manager for a small amount of key accounts and / or you participate to Key account meetings to support the Key account relations managers.
• You are involved in preparing and participating to account meetings, and follow up of mitigations.

Process & Employee Performance Management:

• As Customer Service Manager, you take up the role of process owner. This roles implies that you are accountable for process adoption, process performance monitoring based on SMART KPI’s, process improvement selection and process improvement projects. You drive continuous improvement cycle and mindset, with the support of the Commercial Excellence manager. You are part of the improve steerco board for process improvement initiatives, and even may take up the role of project manager when relevant.
• Secondly, you are also in the lead of the customer service employee performance management.
• This includes both the long term career plan and yearly performance review cycle. As a customer service manager, you are in charge of your direct reports for both processes. You ensure that your direct reports are taking up their responsibilities for their direct reports.

Responsabilities:

• Education: Master’s degree, Business Economics or Commercial Engineer is a plus.
• Experience: 10 years of experience in customer service management in a B2B context. With a strong focus on strategic service management, service process management and people coaching. You are experienced in driving successful transformation projects of a service organisation, its processes & systems.
• Languages: Native in Dutch or French, with a good command of the other language, and a strong working knowledge of English.
• Competences:
  • Strategic mindset, able to see the big picture while balancing operational priorities.
  • Decisive and resilient, able to operate effectively under pressure.
  • Adaptable and agile, open to learning and embracing new challenges.
  • Integrity, accountability, and a collaborative leadership style.
  • The ability to inspire confidence and credibility.
  • Transformation skills, including project management and change management.
  • Good understanding of customer service (process) frameworks
  • Good understanding of Customer service planning (objectives and action plan), service level management, performance monitoring and coaching
  • Good understanding of Customer service process management and improvement, including CRM and case management skills

Qualifications:

Interested in joining our teams?

Great! We can promise you that with us you…

•  can count on our Vinçotte community: enthusiastic and driven colleagues
• get the chance to develop and expand your own expertise
• learn to work objectively, but are also allowed to think out-of-the-box
• sign up for a job with impact: your voice helps determine our policy
• contribute daily to a safe and efficient society
• can count on an attractive salary supplemented with a company car, extra-legal benefits (meal vouchers, extra vacations, etc.).

Find out more about working at Vinçotte!