Clayton of Belgium nv. is looking for a driven Customer Service Manager CSD EMEA who will be responsible for the operational, commercial and strategic management of our CSD department within the EMEA region.
Your responsibilities
As Service Manager CSD EMEA, you are responsible for the daily operation, further development and results of the CSD department. You combine operational leadership with people management, customer contact and commercial responsibility.
Leadership & people management
- You will be responsible for the operational management and day-to-day management of the CSD department within the EMEA region.
- You coach, motivate and support the employees within your team and create a positive, professional and result-oriented work environment.
- You conduct performance and evaluation interviews with employees on a regular basis and actively follow up on agreements and objectives.
- You will identify the training and development needs within the team and organize or coordinate the necessary training.
- You are responsible for the training, guidance and knowledge transfer of new and existing employees.
- You monitor the staffing, competencies and continuity of the department and anticipate future needs.
- You divide the tasks within the team and adjust them when circumstances or priorities require it.
- You ensure good internal communication and keep employees informed of relevant developments, procedures and objectives.
- You guide employees through complex files and act as the first point of contact in the event of escalations within the department.
Strategy & commercial policy
- You determine and realize the strategy and further expansion of the CSD department within EMEA.
- You identify commercial opportunities and actively work on the further development of the service activities.
- You will be responsible for P&L in the CSD department and monitor turnover, costs, margins and profitability.
- You monitor the performance of the department on the basis of relevant KPIs and make adjustments where necessary.
- You initiate and supervise improvement projects aimed at efficiency, quality and profitability.
Customer & service
- You maintain important customer relationships and are the point of contact for complex or strategic service matters.
- You ensure a professional follow-up of customer complaints, technical problems and escalations.
- You monitor the quality of the service and strive for high customer satisfaction.
- You maintain contacts with suppliers with regard to direct service matters.
Product quality & cooperation
- You collect feedback from the field and translate it into production and engineering.
- You report and discuss recurring field problems, quality issues and possible product improvements.
- You ensure constructive cooperation between CSD and the other departments within Clayton of Belgium nv.
- You promote good knowledge sharing between service, engineering, production, sales and other departments involved.
- You will contribute to the further professionalisation and standardisation of service processes and procedures.
Reporting and collaboration
You will report directly to the General Manager and receive the necessary strategic and operational guidelines from him.
You will work closely with the various internal departments and external partners to ensure optimal service to our customers.
Your impact
In this position, you combine people management, commercial responsibility, customer contact and technical service. You will have the space to further expand the CSD organization and make a direct contribution to customer satisfaction, product quality and commercial results within EMEA.
