Functietitel: Customer Service Supervisor (Front-Office)

Functieomschrijving:
The main responsibility is the operational leading of a team of CS Representatives (CSR's) in the EDC and to deliver excellent execution in the transactional Order to Remittance process for UTC Fire & Security. The CS Supervisor ensures seamless integration on process-, communication- and interpersonal level within the process environment. Tasks - Manage, develop and grow a team of CSR's. - Drive improvements in all aspects of CS in order to eliminate non-value added activities and quality inhibitors. - Enable and support external links with the entire EMEA environment (sales, product management, finance, operations). - Ensure excellent CS support towards all internal and external customers. - Ensure that teamwork is at the highest standard across the department, to support the daily operation and future projects and improvements - Meet the confirmed operational targets. - Own, lead and deliver standard CS transactions processes throughout EMEA. - Drive MFA to ensure a solid and satisfied customer feedback, with a score as set target. - Manage the end-to-end process from order entry till dispatch of the order (incl. the correct receipt of the order to the customer), followed by all after sales (complaints, repairs, RMA) responsibilities. - Support continuous improvement in EMEA processes. - Guide and lead the team in order to meet all set KPIs of the CS Department. - Prepare and execute the yearly PFTs of the CSRs under the leadership of the CS Manager and ensure the personal development of every CSR. - Ensure compliance on Poortwachter regulations and keep illness rate below set target

Uren per week: 40-40

Werkgever Naam: UTC Fire & Security

Vorm van contact: Sarina Timmermans

Werkgever telefoonnummer: 0495-583069

Job korte beschrijving: Callcentermedewerkers, inkomende berichten

Land: Nederland

Regio: NEDERLAND

Contractduur: Tijdelijk

Contract type: Voltijds

Ervaring: Tussen 2 en 5 jaar

Bron van jobaanbieding:
UWV WERKbedrijf, Openbare diensten voor arbeidsvoorziening, Nederland

Rijbewijs: Nee

Salaris munt: EUR