Working on international projects focusing on Designing – Leading – Implementing and Optimizing processes, to make our customer service teams accross the Europe Middle East and Africa region function effectively → that will be your main task!

Do you have what it takes?

Principal responsibilities:

• Develop, implement and maintain processes (e.g. Order Management, Invoicing, Complaint Management…), systems and tools used within the Customer Service team
• Implement best practices and encourage innovation
• Constantly improve service and productivity by leading continuous improvement initiatives
• Institute and formalize the assessment of the business and customer needs by leading the development and collection of Voice of the Business / Voice of the Customer surveys.
• Monitor and report key metrics using next generation dashboards to capture performance towards customer focused goals and to identify area of improvement
• Drive a root-cause analysis mindset and perform front-line analysis when appropriate
• Coordinate the required product and system trainings with appropriate stakeholders to ensure a high competency level within the Customer Service team
• Representing the department in cross-functional meetings
• Adhering to company culture and department guidelines

REQUIREMENTS:
Education:

• bachelor degree in business or administration
• proficiency in English (any other major EU language is an advantage)

Experience:

• experience with project management and project implementation
• experience with Customer service

Competencies:

• analytical, methodical and accurate personality with strong focus on quality
• ability to commit and take ownership
• communication skills, reporting and presentation skills
• eye for detail and strong drive for continuous process improvement
• Lean or Six Sigma certificate is a plus, experience with related process improvements is a huge plus

BENEFITS:

• 5 weeks of vacation
• 5 sick days
• Cafeteria
• Meal vouchers
• International environment