Customer Service Manager

☞ Volvo Trucks

Vue: 140

Jour de mise à jour: 26-11-2025

Localisation: Ghent East Flanders

Catégorie: Ventes Production/Opération

Industrie: Transportation Logistics Storage Motor Vehicle Manufacturing Truck Transportation

Type d’emploi: Full-time

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le contenu du travail

Position Description

Introduction

Volvo Action Service at Volvo Trucks takes care of Volvo customers across Europe, by getting them back on the road, whenever they experience a breakdown of their vehicle. We follow up the status of the breakdowns and negotiate solutions to logistic and technical problems. We strive for customer success, and take problem solving to the next level. Our European offices are located in Ghent (Belgium), Rugby (United Kingdom). Our colleagues come from all over the world, and we offer a 24/7 customer support, for more than 16 different languages.

Do you love to

As an Operations Delivery manager you co-develop and drive the strategic direction within your area closely collaborating with your peers and working collaboratively with other functions within the Volvo Group

You will be responsible for planning and implementing strategies and operations within our customer experience center. You will ensure system and process functionality and productivity. You will lead 3 teams, coach and develop business and people in line with our Volvo leadership principles

Lead with passion
  • Ensure your team has a clear understanding of the Volvo Action Service Operational Priorities in support of achieving Volvo Truck Strategy 2025.
  • Coach, support and develop your team creating respect, trust, and motivation
  • Ensure the right focus is placed on people’s health, safety, and wellbeing in daily business
  • Secure individual and team engagement through regular and effective communication.
  • Initiate regular performance touchpoints to ensure performance and development targets are discussed encouraging engagement
  • To be fully responsible for the selection, onboarding, development, and retention strategies within your teams (supporting team managers in own recruitments)
  • Empower & Liaise with Team managers, Operational teams and third parties to gather information and resolve issues.
Perform with purpose
  • Creating and implementing operational strategy
  • Manage operational efficiency through the effective use of ‘workforce management’ tools and methodology.
  • Secure the proactive management of the live escalations & mitigate the risk of possible complaints.
  • Secure the handling of complex customer complaints and goodwill claims
  • Preparing reports and making presentations to senior management and other stakeholders
  • Implement process changes and service enhancements with the active support of the change manager, the training coordinator, and the Operations support
  • Forecast and analyze data against operational targets on a weekly and/or monthly basis
  • Drive Service delivery performance with the VAS Markets and their respective Sales Area in accordance with defined performance targets.
Are you the one?
  • You have strong people leadership skills and can demonstrate experience working in a customer facing operations centre (is an asset)
  • You are self-driven, growth focussed and can balance multiple priorities
  • You work effectively in cross-functional teams
  • You have strong stakeholder management skills and excellent communication skills
  • You work comfortably under pressure in a fast-paced project environment
  • You possess the analytical skills to interpret data and trends
  • You are Fluent in written and spoken English
  • You can display some relevant business experience in application of organizational changes, workforce planning management, change management
About Us

The Volvo Group is one of the world’s leading manufacturers of trucks, buses, construction equipment and marine and industrial engines under the leading brands Volvo, Renault Trucks, Mack, UD Trucks, Eicher, SDLG, Terex Trucks, Prevost, Nova Bus, UD Bus, Sunwin Bus and Volvo Penta.

The Volvo Trucks brand has been built up over decades and enjoys a solid position worldwide. It is one of the world’s best known and respected brands within the commercial vehicle industry. It is associated with the core values quality, safety and environmental care. With Volvo Trucks you will be part of a global and diverse team. We work with passion, we trust each other and we embrace change to stay ahead. We make our customers win.

Auto req ID

126297BR

Organization

Volvo Trucks

State / Province

Oost-Vlaanderen

City/Town

Gent (Oostakker)

Employment/Assignment Type

Regular

Travel Required (maximum)

No Travel Required

Functional Area

Aftermarket

Last application date

30-Jun-2022
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Date limite: 10-01-2026

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