Back to jobsYou lead, motivate and develop your operational Customer Service Team consisting of 10 agents in line with our business objectives;
You plan, prioritize and distribute the tasks among your team members, so that they are carried out correctly and efficiently according to the SOPs & SLAs. You ensure that work instructions & KPIs are closely followed and proactively adjust where necessary for optimal customer satisfaction;
You work together with warehouse colleagues on a daily basis for planning, WMS follow-up & problem-solving. You identify and implement proactive actions to improve total performance, you contribute to improvement projects based on your input for optimizations & innovations;
In your daily contacts with your customers, you think strategically about creating win-win solutions for their issues.
You communicate proactively in case of problems or delays, you handle complaints and take the appropriate corrective actions;
You are responsible for the monthly invoicing process to your customers and actively contribute to achieving our financial objectives;
You ensure positive communication, good cooperation and team spirit, you are also responsible for recruiting & successfully onboarding new team members. In addition, you foresee annual evaluation and GROW discussions and initiate the necessary training plans.
