Customer Service Manager BeneLux
About us
United for global excellence in dentistry.
Every vision has its story, and ours began more than 60 years ago. Since then, our innovations and achievements have become landmarks in dentistry worldwide. Straumann began as a family-owned institute, grew into a publicly-owned holding, and today comprises a number of leading and talented companies around the world. Our vision has always been to create more than just smiles, but lasting confidence for dentists, labs, patients, employees, partners, dental networks and the global community.
Job Purpose.
This position reports to the General Manager, Benelux and is responsible for the leading and developing our Customer Services processes and people within the Benelux Customer Services functions. The Customer Service Manager will ensure that the people and processes align with the overall Customer Journey in the most cost effective and productive way, whilst maintaining a high level of Employee and Customer Satisfaction, driving operational excellence. Our aim is to offer a premium order taking service, maximizing our digital interfaces and value add services, where our processes are streamlined, where we promote our digital ordering solutions to our customers and our Customer Services Advisors build value added relationships with our customers.
Main Tasks and Responsibilities
• Working with the Country Manager, Head of Operations & Head of Sales NL & BE to improve customer operational performance
• Improving customer experience quality using applicable metrics, data and resources
• Contributing to the strategic customer experience journey
• Leading & developing the Customer Services teams in Netherlands and Belgium
• Auditing customer experience procedures and trends, improving where necessary
• Leading the customer interactions across all touchpoints ensuring a positive and consistent outcome
• Monitoring customer experience metrics and reporting on and implementing improvements
• Collaborating with cross functional teams to align customer experience efforts within Straumann Benelux
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty
• Reporting improvements and strategy updates using data and sound analysis to management and stakeholders
• Understand and train the customer centric approach within Straumann
• The Primary Location can be either Zaventem or Isselstein, however travel between the two offices on a daily, weekly basis is essential.
Requirements needed
Education & Skills
• Master of Science or Bachelor degree in data science or equivalent work experience.
• Fluent in Dutch, English & French (preferred)
Experience
• Proven experience is a customer facing, Customer Services role
• Proven Leadership experience & skills, with a coaching mindset.
• Good commercial & communication skills
• Good coaching skills
• Strong Knowledge of SAP and/or CRM systems
Personal Attributes
• Ability to function in a changing and rapid -growing environment
• Customer mindset
• Strategic thought leadership in the Customer Experience space
• Can do mentality, solution minded
• Energetic, straight-forward and performance-driven professional with strong execution abilities, result driven
• Adaptable and a quick learner
• Strong interpersonal skills and pro-activity to cultivate a network of productive customer relations.
What we offer
• A modern and bright working space
• Great team spirit
• Flexible working hours, with a good work-life balance
• Meal vouchers, eco- and sport cheques (BE)
• Hybrid working, with pro-rated renumeration
• Group & hospitalization insurance
• Work mobile and laptop
• 28 vacation days
• Public transport reimbursement
