Head of Customer Service EMEA

Job content

• Support leading market position and drive further growth across the EMEA region|Healthcare / Medical Devices Industry - Brussels area
  
  

• Top management role : part of the Management Committee.
• Manage all Customer Service activity for the region EMEA
• Maintain and develop documented CS policies & procedures
• Manage and drive improvement of Customer Service KPI’s: service levels, order processing, call attendance, issue resolution etc.
• Build strong relationships with key Sales team contacts and engage with customers for improved communication flow
• Support sales through proactively maximizing delivery, in critical periods and on an ongoing basis
• Engage with the regional Supply Chain and Quality&Regulatory teams to drive continuous improvement throughout the entire customer fulfilment process
• Engage with Customer Service functions in other regions to establish alignment and exchange of best practice
• Drive Customer Service systems projects and improvement
• Lead, manage, coach and develop the Customer Service team
• Create clear vision for the team to become a "world class" service organization
• Drive LEAN philosophy
  
  

• University degree.
• Minimum of 5 years of Customer Service and/or Supply Chain experience
• Minimum 3 years of people management experience
• Strong analytical capability and problem-solving skills.
• High level of autonomy & self-drive, you pay attention to details, you meet the set deadlines and deliver correct and complete information.
• Hands-on mentality and a desire to work in a mid-size medical company with an entrepreneurial culture.
• Excellent skills in Excel, Word, PowerPoint and Outlook are required.
• Fluent in English, any other language is a strong asset
  

• Permanent contract.
• Flexibility at work (homeworking up to 3 days/week).
• An attractive salary package complemented by extra legal benefits (company car/fuel card etc.).
• Unique opportunity to join a dynamic team in a fast paced, growing international environment and evolving core market.
• Agile and flexible entrepreneurial approach with ample opportunity for initiative as well as personal growth in an open culture.
• Work for a leader in the medical devices industry.