The Customer Service Desk Manager for Aftermarket has the responsibility to manage the customer service desk team for commercial organization Aftermarket EMEA (and LATAM customers who are not served via onshore stock point in Brazil). He or she is fully responsible for & focusing on managing the team to achieve targeted performance, the individual development of the team members and the overall service levels towards more than 800 customers in commercial EMEA & LATAM. This include full understanding of customer requirements, updating customers delivery confirmation & status, handling & following up with the back orders, responding over the general issues/questions from Customers, etc. Next to that, the role also includes continuously working on improving the effectiveness and efficiency of the team with Lean principles. The Customer Service Manager needs to manage a group of 13 Customer Service Representatives, being the contact for the sales representatives, regional sales managers and all other functions lead in case of an escalation.

Responsibilities:

• Manage the Customer Service Desk team for Aftermarket EMEA.
• Being accountable to achieve targeted Customer Service Levels in terms of delivery reliability and responsiveness and take care of the employability and skills of the Customer Service Representatives;
• Be responsible for the overall performance of the team and the individuals incl. the personal career development
• Manage the CSD team to support Sales to achieve the objectives as defined for Turnover and Customer Satisfaction, and take full ownership from customer service desk perspective to make those objectives realized
• Secure the quality of procedures, systems and master data that are used. This includes:
• Develop and continuously improve processes to ensure efficiency and effectiveness (continuous improvements, lean), in cooperation with other departments
• Secure compliance to legal and business principles within Lumileds and the region;
• Ensure good relationships between CSD and Customers, Sales, Suppliers and other internal stakeholders
• Internal order-related communication with supply chain departments, back-office and transport department, with financial department and data management services to ensure an appropriate service level towards the customers, agility, flexibility and speed to satisfaction
• External order/supply-related communication with customers, agents, authorities.

Requirements:

• Bachelor or university degree in business
• Experienced professional with full understanding about logistics and ordering processes
• Experienced in dealing with customers and resolving wide range of issues
• Experienced professional with managing an operational team
• Knowledge of SAP SD module
• Experience in working in an international environment
• Minimum 4 years with related experience
• English, more languages is a plus
• Active team-player with good coaching skills
• Proven leadership capabilities
• Pro-active and commercial approach (outside-in)
• Responsible, accurate and flexible
• Understanding of cultural specificities
• Capability to make improvements in complex operational environments
• Able to plan and organize effectively.

We offer:

• Excellent opportunities for professional growth in a dynamic, multicultural environment;
• Wide development opportunities;
• Benefit Systems sport card;
• Private medical care in local medical point;
• Wide benefits range from Social Benefits Fund.