The Customer Service function is represented in several geographic areas around the globe. Customer Service is responsible for providing service excellence towards customers and is the primary link between the customer and many departments of the Jiffy organization. The Manager Customer Service Global is responsible for leadership to all Customer Service teams and activities around the globe.
The Manager Customer Service Global is in the lead of developing and implementing strategies to align and continuously improve the service level to external and internal customers. By living up to our service leadership ambition our Customer Service Department contributes heavily to the internal and external value of the Jiffy Brand(s). This all contributes to Jiffy’s vision:
Be the innovation and service leader in sustainable plant growing solutions to feed and beautify the world.
This position is part of the Sales Management Team in which account-management, solution support, marketing, customer service and innovation are represented.
JOB DESCIPTION
The Manager Customer Service Global is responsible for overseeing and optimizing the customer service operations across multiple regions and time zones. This role involves leading a team of regional managers and ensuring consistent, high-quality service delivery that meets or exceeds customer expectations globally. The Global Manager will develop and implement strategies, policies, and processes to enhance the customer experience through service excellence, drive customer satisfaction, and support the company's global growth objectives.
The main responsibility is to optimize the ‘one-single-point-of contact’-service methodology that has been implemented recently in our organization. The cohesive adoption of this way of working needs continuous attention.
The Manager CS Global will contribute to and/or initiate cross-departmental continuous improvement projects. Identifying and assessing internal and external customer needs to achieve customer satisfaction and profitably growth.
KNOWLEDGE- AND EXPERIENCE REQUIREMENTS
- BSc degree (e.g. Business Administration and/or (Change) Management);
- 5+ years’ experience in customer service management, with at least 5 years in a global or regional leadership role;
- Experience in developing and implementing customer service strategies on a global scale;
- Proven experience in establishing and operationalizing teams;
- Deep knowledge of leading delivery of customer centric internal services and functions;
- Strong knowledge of business principles including but not limited to, financial management, project management, strategy, operational planning, and administration;
- Able to build and nurture productive relationships at senior level and engage and manage high performing teams;
- Detail oriented with strong organization and time management skills.Must be self-motivated and able to proactively manage time to meet deadlines and commitments and is achievement focused;
- Good understanding of ERP processes in an operational business environment.
COMPETENCES
- Result focus;
- Strong Leading, Engaging and Empowering skills;
- Knowledge Sharing and Continuous Improvement;
- Strategic thinking, advocating and partnering;
- Excellent communication and interpersonal abilities;
- Ability to manage upwards and downwards with a diverse range of stakeholders.
ADDITONAL REQUIREMENTS:
- Willingness to travel internationally as needed;
- Multilingual skills are a plus.
APPLICATION:
Please sent your cover letter and CV by email to: HR-NL@jiffygroup.com.