Customer Service Manager

Heijen, Venray | Full-time | max €5.137 | Dayshift | Bachelor degree

 

We are growing, we are innovating, we are solving the challenges of our customers around the world every day! How do we do it? With our special mentality: We’re on it.

 

Are you full-time available as a Customer Service Manager and would you like to work for a company with the latest innovative solutions in the supply chain? 

 

Together with your 3 teams, you are responsible for the Service Delivery department. Your teams are located In Heijen and Venray. 

You know better than anyone how to build and motivate a team! Each local Service Delivery team reports into their own supervisor and those 3 supervisors will report directly into you. You will join in the local management team (MT) and report into the Director Account Management and Operations.

 

What will you do as a Customer Service Manager at Arvato?
As a Customer Service Manager, you and the teams are responsible for maintaining the relationship with customers, monitoring the agreed Service Levels and promoting the expansion of services with existing customers. In order to do all this, you align customer information with information from operational departments and vice versa.

 

Your tasks consist of:

• Ensuring the availability of staff, both quantitatively and qualitatively;

• Managing, coaching and supporting the supervisors in managing their teams;

• Maintaining contacts with customers about bottlenecks and actions to be taken to solve them;

• Serve as an escalation point for internal and external stakeholders, such as the customer, operations, Account Management, carriers and others;

• Identifying opportunities for expanding the services offered to existing customers;

• Work on improvements of processes for- and with your teams;

 

Service Delivery is our ‘spider in the web’ department. The team is responsible for:

• First point of contact for the customer, operations, carriers, customs and other internal and external stakeholders;

• Order management monitoring (inbound, outbound, transport);

• Identifying Service shortcomings (quality, delivery time, etc.) and initiating corrective measures in consultation with operational departments;

• Preparing various reports on Customer Service (KPI’s) and transport, for internal and external use;

• Calculating carrier transport capacity based on deliveries desired by customers;

 

Qualifications you bring with you as a Customer Service Manager
As a Customer Service Manager, you’ll work closely together with your 3 supervisors. In order to let them and yourself grow in your position you need to be able to understand what they and the teams are doing, and coach them to create an even better performance. Therefore we are looking for the following qualities:

• A completed Bachelor degree, preferably in Logistics, Supply Chain Management or Business Administration;

• Approximately 3-5 years’ experience, preferable in the logistics and or customer service;

• Strong leadership qualities and experience with managing professionals;

• Identifying important information, making connections between data and devising alternative solutions and indicating consequences;

• Ability and willingness to search out for and implement/realize own business improvements;

• Knowledge and understanding of the Service levels agreements with the client;

• You will bring a positive mindset and you get energy from coaching and motivating your teams. 
   

What we offer
We offer you a challenging and independent full-time position, for 40 hours a week. We have a non-contributory pension, which means that on average you have a higher net salary compared to other companies! In addition, we offer:

• A competitive salary; 

• A bonus based on performance and organization results;

• 8% holiday payment;

• 25 vacation days, possibility to build up to 28 vacation days;

• Up to 40% discount on your fitness subscription;

• Telephone and laptop;

• Collective health insurance;

• ANW Insurance and WIA Hiaat insurance, fully paid for by Arvato.

 

Meet the Arvato team

'For us, logistics is so much more than goods in, goods out.' 
More than 17,000 employees at around 100 locations worldwide are jointly working towards our common vision: to be the strongest client-oriented supply chain company with full focus on people and technology. Arvato offers you one of the mo