Manager Customer Service Outbound’s Den Haag • HLS

Vacature in het kort

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Referentie: HLS-V11613

HLS Recruitment is voor diverse opdrachtgevers opzoek naar financial professionals. De geschikte kandidaat kan zowel gedetacheerd als ook direct in dienst treden bij de opdrachtgever. In een enkel geval zal er met uitzendcontracten worden gewerkt. Middels ons grote netwerk kunt u gebruikmaken van diverse mogelijkheden om uw carrière te versnellen. Ondermeer middels onderstaande vacature:

JOB DESCRIPTION

1. Brief Description
It is the Manager Customer Service Outbound’s responsibility to:
• ensure NL customers receive best-in-class customer service, by leading a well trained, sufficiently staffed and customer focused customer service department.
• manage close and efficient cooperation between Rhoon Customer Service Team and the Customer Service Centre in Tallinn (Estonia), as well as tight communication with other departments including Sales, Operations, Cargo Control, Invoicing.
• optimize NL space allocation

2. Qualified to
B1/B2
• Assign free days to Customer Service department staff
• Recruit staff
• Implementation and execution of PMP reviews (in conjunction with General Manager Sales & Customer Service)

4. Key Accountabilities
B2 B1
General Independent daily management of the Customer Service team.
Daily management of the Customer Service team.
Continuously search for and implement process improvements to increase team effectiveness and productivity.
In conjunction with GM Sales & CS search for and implement process improvements to increase team effectiveness and productivity.
Service Inquiries Timely and accurate response in correct language. Taking ownership of issues. Timely and accurate response in correct language.
Taking ownership of issues. European Customer Service Centre Manage booking responsibilities together with the CSC in Tallinn through proper communication of local procedures and customer specifics. Manage booking responsibilities together with the CSC in Tallinn through proper communication
of local procedures and customer specifics. Ensure regular and open communication between FLO en CSC. Ensure regular and open communication between FLO en CSC. Report on CSC performance on a weekly basis. Report on CSC performance on a weekly basis. Acceptance of bookings Target confirming bookings to the customer within 2 hours upon receipt. Target confirming bookings to the customer within 2 hours upon receipt.
Ensure all staff is trained to be able to do timely and accurate data entry of (DNH/OOG) booking, equipment and transport requirements. Ensure staff is
trained to use RMS to verify rate filings. Support staff when necessary. Ensure all staff is trained to be able to do timely and accurate data entry of booking,
equipment and transport requirements. Ensure staff is trained to use RMS to verify rate filings. Support staff when necessary. DNH Ensure European DNH booking process guidelines are followed. Ensure European DNH booking process guidelines are followed. Full ability to use the IMDG Code to assess
DGD correctness. Support staff when necessary. Full ability to use the IMDG Code to assess DGD correctness. Support staff when necessary.
CIO Reporting Ensure continuous reporting of service failures. Ensure continuous reporting of service failures.

B2 B1
Allocation management Optimize the NL space allocation, by booking to the right services, providing sales with accurate & timely information, and taking calculated risk. Close coop-eration with Cargo Control Europe to ensure rolls are minimized. Proactive approach. Optimize the NL space allocation, by
booking to the right services, providing sales with accurate & timely informa-tion, and taking calculated risk. Close cooperation with Cargo Control Europe to ensure rolls are minimized. Proactive approach. Cost control Find a healthy balance between commercial awareness and the Company’s interest to minimize non-standard cost. Invoice customers for non-standard costs where appropriate, and prevent claims from customers & vendors resulting from CSR errors.
Find a healthy balance between commercial awareness and the Company’s interest to minimize non-standard cost. Invoice customers for non-standard costs where appropriate, and prevent claims from customers & vendors resulting from CSR errors. E-Commerce HomePort administrator. Actively promote E-Commerce applications (track & trace, vessel schedules) HomePort administrator. Actively promote E-Commerce applications (track & trace, vessel schedules)
Sales cooperation Stimulate close cooperation between Customer Service and Sales. Regularly inform Sales on booking situation and market details.
Keep Sales up to date on customer issues and suggest and implement process improvements. Make joint sales calls with the account managers.
Stimulate close cooperation between Customer Service and Sales. Regularly inform Sales on booking situation and market details.
Keep Sales up to date on customer issues and suggest and implement process improvements. Make joint sales calls with the account managers.

5. Descriptive Quantitative Data
B2 B1
Budget Size Not applicable
FTE’s under supervision 4.5
Geographical Span/Reach The Netherlands The Netherlands

6. Incumbent Specification
Minimal Skills Required B2 B1
Customer Focus Is dedicated to meeting the expectations and requirements of internal and external customers. Is dedicated to meeting the expectations and requirements of internal and external customers.
Functional & technical skills Has the functional and technical knowledge to do the job at a high level of accomplishment. Has the functional and technical knowledge to do the job at a high level of accomplishment.
Excellent level of: CCMS, Drayman, CMO, RMS, CCAM, Actuate, IMDG Code, HomePort, Intranet and Excel. Excellent level of: CCMS, Drayman, CMO, RMS,
CCAM, Actuate, IMDG Code, HomePort, Intranet. Advanced level of Excel.
Fluent in spoken and written Dutch and English. Fluent in spoken and written Dutch and English.
Time management Can attend to a broad range of activities. Able to effectively prioritize and delegate tasks.
Can attend to a broad range of activities. Able to effectively prioritize and delegate tasks.
Interpersonal savvy Relates well inside and outside the organization. Relates well inside and outside the organization.
Problem solving Applies rigorous logic to solve problems independently, and always looks for process improvements.
Proactive approach to solving problems.
Personal learning Pro-active approach to personal development. Pro-active approach to personal development.
Motivating others Creates an environment in which people want to achieve (personal) goals. Stimulate professional development of individual team members.Leads by example. Keeps team members motivated by setting team goals as well as personal goals.
Building effective teams Build a team that displays strong morale and team spirit. Build a team that displays strong morale and team spirit.
Minimal education required HBO level
Minimal experience required 6-10 years relevant experience within the shipping industry. 3-5 years relevant experience within the shipping industry.

7. Reporting Relationships
B2 B1
Direct Supervisor, General Manager Sales and Customer Service, General Manager Sales and Customer Service
Indirect Supervisor ,Managing Director Benelux Managing Director Benelux
Direct Reports ,Outbound Customer Service department ,Outbound Customer Service department
Indirect Reports Not applicable Not applicable
Key Peers Account managers, Customer Service Representatives in Rhoon and Tallinn ,Account managers, Customer Service Representatives in Rhoon and Tallinn

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