Royal Ahrend is the leading European expert in the field of professional work environments. Since its establishment in 1896, several generations have made Ahrend into the great company and market leader it is today. Our products and projects are the result of our knowledge, craftsmanship and passion for design; they are models of ergonomics, functionality and sustainability. They all bear the Ahrend label – our brand!
What makes Ahrend unique?
- We provide one of the highest global standards in ergonomic design
- We are the largest European player with a Dutch Design signature
- Research and development, production, marketing, sales and service: Ahrend controls the entire chain
- We are the first company in our industry to implement the principles of the Cradle-to-Cradle design philosophy
- We have the most extensive and most well-distributed European network
- We have the largest installed base in Europe
- We are proud of our royal title. There can only be one royal company in each industry and in office furniture it is us!
About the job
The successful applicant will be responsible for strengthening our international Customer Service Organization and to Institutionalize a “State of the Art” International Service Operation with a leading Approach in the Industry. Our multilingual Customer Service Team is the direct contact center for our international customers (Direct, Influencers, Service Providers and Dealers) and is supporting the colleagues from our local sales organizations . The Teamleader (Manager) Customer Service International reports to the manager Customer Service. The team provides a series of service activities to maximize the “Local for Local “level of customer satisfaction, supportive to and in line with our international growth strategy.
Location: Sint Oedenrode, The Netherlands
Responsibilities & Tasks
- Responsible for leading the Customer Service Team International
- Coordination and being responsible for leads, quotes, orders, planning, delivery, invoicing and aftersales
- Realizing and monitoring pre-defined service level KPI’s
- Prioritizing vulnerable customers addressing diversity at all times
- Being a real operator, high operational involvement in day to day business
- Effectively lead, develop, engage and motivate across the team Responsible for development of key policies ensuring that all policies and procedures are adhered to by all staff
- Be the advocate of technology and modern methods of working
- Develop good practices across a variety of channels including; Email, Letter, Social/Electronic Media. Ensuring resolution on first point of contact
- Forecasting and capacity planning to cover at all eventualities
- Provides proactive advice towards regional sales management about local operation and the way serving customers can be improved
- To ensure customers service levels are provided, implementing improvements across the business where required.
- Provides weekly monthly reporting reports about performance team and department goals
- Following Ahrend Group HR policy and guidelines
- Providing input and exchange: customers, product development, market etc.
Required / Preferred Experience, skills & qualifications
- High level of professional and intellectual ability (e.g. higher professional education in business economics, logistics, administration). – Preferred
- At least 5-years’ experience in a commercial B to B Customer Service environment with demonstrably successful achievement of improvements in performance. – Required
- Being an operator, highly involvement in day to day business
- Sound knowledge of the furnishings and fittings market and experience of complex (inter)national sales processes – including implementation and delivering. – Required
- Has an understanding of business economics. – Required
- Has a sound knowledge of mathematics – Required
- Has and understanding of export procedures and local regulations in the target markets – Required
- Sound knowledge of PC business applications (Microsoft Office) and programs particularly in relation to ERP – Required
- Good command of Dutch and English language – Required
- Good command of German, French and Spanish language – Desired
- A great team player – Required
- Holds a Driving License – Required
- A willingness to travel case by case – Required
What do we offer?
Challenging position, where you can make full use of your talents and develop them further, growing our target markets working in a fast paced environment. A comprehensive salary package with benefits. This position corresponds to a person who enjoys leading from the front with excellent written and verbal communication, with a good eye for detail.
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