With a strong global manufacturing footprint based in the Netherlands, the United Arab Emirates, and Turkey, strengthening Customer Service is critical to driving a strong customer experience. The ideal 2 candidate will be accountable to drive Customer Service improvements and compliance in North America and Latin America, ensuring a great customer service experience. You will be the operational regional lead within Global Customer Service. You will oversee a team of 10 direct reports responsible for Customer Service in USA and Mexico.

Main Responsibilities

• Lead, motivate, engage, and coach the customer service team on constructive measurements, actions,

improvement ideas, and expand partner agreements

• Ensure people, processes, and technology work together to deliver outstanding customer experiences and

build trust with all stakeholders

• Be the leader of the team MBU (mini-business unit) which is a daily meeting providing and receiving

feedback on activities and processes

• Cooperate with other MBU leads globally and with the Global MBU in the Netherlands
• Monitor and prioritize day-to-day capacity and responsibilities within the team
• On-board new team members
• Drive continuous improvement on existing processes and critically evaluate what is working well and what

needs to be improved

• Develop processes and analytical tools to highlight gaps that are causing poor customer experiences
• Execute on current metrics and develop KPIs that demonstrate meaningful impact and drive continuous

improvement

• Lead and/or collaborate with Global IT and Customer Service to develop robust reports and dashboards to

share with other organization leaders

• Provide coaching / training to staff members and periodic reviews, both formal and semi- annual

performance reviews

• Responsible for the Mid-Year and End-Year Performance reviews of team, including bonuses, in

cooperation with the Customer Service Global center of excellence and Head Europe

• Advise Global Customer Service in individual or team development/training needs
• Work and act daily on KPI’s, escalate when necessary and create new KPI’s where required

Requirements

• Bachelor's degree required
• Minimum 5-7 years of Customer Service experience
• Minimum of five years of experience in a customer-facing role.
• Minimum of three years of experience in a Customer Service supervisory or managerial role
• Broad business knowledge of all functions of an organization
• Experience with ERP implementation or other software implementations
• Spanish and/or Portuguese language fluency desired, but not required

Benefits

We are an equal opportunity employer

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