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Our client is a medium-sized company operating within the life science sector, committed to delivering high-quality solutions and exceptional customer support. The organization values efficiency and strives to maintain strong relationships with its clients across the EMEA region.
Freelance Customer Service Manager EMEA
Functieomschrijving
As Freelance Customer Service Manager EMEA, your responsibilities are:
Leading, supporting, and developing an EMEA Customer Service team of 8 direct reports
Managing all Customer Service activities across the EMEA region
Ensuring continuity of day-to-day operations and service delivery
Managing and monitoring Customer Service KPIs (OTIF, order volumes, service levels, claim resolution lead times, call handling, etc.)
Maintaining and improving Customer Service policies and procedures in line with business objectives and SOX requirements
Monitor and analyze customer service metrics for continuous improvement.
Provide leadership and training to the customer service team.
Maintain compliance with company policies and industry regulations.- Act as a point of escalation for complex customer issues.
Profiel
A successful Freelance Customer Service Manager EMEA should have:
- Solid experience working with KPIs, service performance, and process optimization
- Fluency in English (additional European languages such as Dutch or German are a strong advantage)
- Strong leadership, communication, and stakeholder management skills
- Ability to operate in an ISO9001 & ISO14001 controlled environment
- A background in the life science industry or a related field.
- Strong leadership and team management skills.
- Proven experience in customer service operations.
Aanbod
Our customer offers you:
- An interim management opportunity starting ASAP (target: 1st of February)
- A highly visible leadership role during a strategic transition phase
- Responsibility for an established and experienced team
If you are ready to take on this exciting opportunity as Freelane Customer Service Manager EMEA, apply now and be part of a team making a difference in the life science sector.