Customer service director, building up centralized emea customer service in brno

Are you experienced Customer Service Manager/Director searching for new challenge? Our Client, global industrial manufacturer with long history and over 40 productions facilities located across the Americas, EMEA and Asia Pacific is coming with strategic decision to centralize their main operations for customer services and operational administration (warranties, technical support etc.) in Brno.
This is a rare opportunity, which you do not want to miss!

Every customer deserves a great service and your job is to guarantee this around EMEA region. Our client has sales organization in most countries in Europe and key manufacturing are in Germany, UK, Italy and Finland. During last year Customer Services in Brno grew from 5 employees to 32 and are supporting 13 different countries. Your role will be to develop customer service to 40/50 employees during ther year time, work on continuous improvement by bringing together the processes, harmonising them, stabilizing and developing teams. Real opportunity is to look at other functions (operational administrative roles eg. warranties, technical support and any other admin that could be located in Brno) to grow to 70+ within next 2 years. Next step – vision for this role, is to start working on customer service outside of Brno office, managing other customer service functions and sites and bring it together either virtually or physically to Brno (global scope).

You are the best customer service leader who knows how to take individual know-how even further and share it with others. You know the formula for happy customers because you have worked on managerial position in customer service for minimum of 5 years. You might have been building up customer service centre for example as a team leader. Thus, you know very well how to do great business and be an outstanding leader. You are determinate and systematic and can rationalize your actions and decisions. You know your way around data analysis, KPIs and can make strategic plans and decisions according to the facts and information available.

Your main responsibilities:
• Direct and manage the centralised EMEA customer service department for the Group.
• Work in collaboration with customers, internal teams and other stakeholders to continuously improve customer satisfaction, customer service metrics performance and strategic direction of the department.
• Manage the hiring, training, retention, performance and development of the customer service team.
• Develop the customer service organisation and relating functions in-line with both customer, business and process requirements.
• Ensure all customer requirements and issues are handled in an accurate and timely fashion.
• Ensure compliance with legal and regulatory requirements impacting the customer care function and operate at the highest of ethical standards.
• Develop and monitor business/process metrics to measure and manage customer service effectiveness.
• Maintain in-depth working knowledge of the company’s brands, systems and processes.
• Develop departmental procedures and policies to increase the quality and efficiency of support to customers.
• Harmonise and standardise customer service processes and policies where possible across the various business units, business operating systems and sales regions.
• Build strong relationships with customers, partners (i.e. Distributors, OEMs etc) and stakeholders.
• Develop excellence working relationships with internal teams (Operations, Product Management, Finance etc) across EMEA to collectively address VOC feedback and continual improvement opportunities.
• Collaborate with sales and marketing team to maximize revenues and customer loyalty.

Together with a competitive salary, our client offers a comprehensive range of benefits and an excellent working environment close to city centre.

If you fit the profile described above and read that far into the job description we would love to hear from you!

For further information contact Jana Thomsen Sobotka on +420 601 321 464 or by email [email protected] or via LinkedIn: https://cz.linkedin.com/in/janathomsen


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Other manufacturing

Global industrial manufacturer with long history and over 40 productions facilities located across the Americas, EMEA and Asia Pacific.