Hotline Co�rdinator Customer Service

We are looking for a Hotline Coordinator for our customer servie department in Belgium. Your focus is on the organization that handles cases submitted by customers. You ensure efficient processes for all stakeholders and follow up important or complex cases. The hotline organization consists of engineers from different teams who are scheduled in an on-duty roster to be able to help our customers 24/7, no matter what their problem is. In your role, you will ensure that all engineers have clear instructions and that the performance is matching the expectations. To do this, you will install efficient, lean processes. You monitor all hotline events to ensure that there are no loose ends and all cases are resolved within the set-up timeframe. Complex or important cases will be followed up closely. You will act as an important contact person for customers to discuss ongoing investigations, report on activities, discuss performance on a regular basis and discuss possible improvements. You will manage and monitor the contract SLA’s and set up clear KPI’s together with your manager and report these on a regular basis. What we offer:

Career Development

We are here to support you for the entirety of your Dematic career. From a fast start of learning Dematic’s history and foundational training to succeed in your role to leadership development programs, technical training and certifications, and Career Navigator to identify challenging new opportunities, our goal is to help you grow beyond your borders.

Competitive Compensation and Benefits

Our attractive and market competitive total rewards packages are designed to reward high performance and to assist in managing your personal and family needs. Dematic offers robust packages based on employment status and national requirements.

Pay Transparency

Dematic is committed to pay transparency. As such, Dematic will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, Dematic will still maintain confidentiality of your pay information. Employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Dematic, or (c) consistent with Dematic’s legal duty to furnish information.

Global Opportunities

As a global company, our employees are exposed to different ideas and perspectives from around the world. We offer international assignments for qualified employees and wherever possible, we offer flexible working hours and modern workspace design.

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer/

Tasks and Qualifications:

• You can pick up new knowledge quickly in order to discuss hotline cases with stakeholders (internally and externally).
• You can maintain a helicopter view across the hotline organization while also diving into individual cases when required.
• You establish a good relationship and communication with customers and colleagues in order to discuss important issues that may have a high severity.
• You can manage the time-pressure that is often resulting from hotline cases and can remain calm and professional when customers might be nervous.
• You are an enabler - you ensure that other people have all the tools and guidelines to be able to work efficiently
• You excel in taking ownership and feel responsible for all hotline cases
• You like to keep learning and stay up to date in your domain expertise towards new technologies or developments. You feel good working in a team and learning from each other.
• Presents even complicated matters simply, but correctly and fully
• Quick thinker
• Being able to manage time efficiently and flexibly
• You contribute to future improvements on an international scale while aligning our organization with other Dematic entities across the world.

• An open culture with colleagues fascinated by technology.
• An organization in which there is room for initiative and consultation.
• Training and courses which will contribute to your personal development.
• The opportunity to expand your horizons, both literally and figuratively!
• And, of course, an attractive remuneration package.