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Job: Customer Service Supervisor Wholesale

Active since 13-07-2018 Job category Sales - Support / Helpdesk
Location Hoofddorp Level Mid-Senior level
Educational level Bachelor / Graduate Employment type Fixed term contract with option...
Hours 40 Salary -

Job purpose (responsibility)

The Customer Service Supervisor Wholesale is responsible for the coordination and supervision of all activities of the assigned team of Customer Service Representative(s) and Key Account Coordinator(s).

He or she ensures that our Customer, both Internal (Sales) as well as External (Wholesale Accounts), receive the highest level of service and is the escalation point for their team as well as for the assigned customer base.

Tasks & Roles

People management:

-Motivates and leads the team by example

-Instructs and (re)trains team members

-Provides feedback to/on employees by means of regular 1 on 1’s

-Becomes the go to person for escalations

-Responsible for backfill recruitment (hiring)

-Responsible for handling and monitoring sick leave

-Responsible for work schedules and holiday planning/backup planning

Data collection and monitoring:

-Monitors Order Exceptions (early/late, data missing, etc)

-Monitors quality of the created Customer Service Cases (case approval)

-Sets targets and objectives in order to guide and direct the team members up to standard levels (Annual Perform Goals)

-Investigating irregularities of orders and put processes in place to avoid reoccurrence.

Communication:

-Key facilitator of outgoing information to Customers, both Internal (Sales) as well as External (Wholesale Accounts) as well to the Team

-The go to person for escalations as well as complaints

-Escalates issues in a structured way to CS Management or other departments.

-Identifies and reports process improvements to Management


Profile

You are:

HBO+ graduated (Bachelor) and have multiple years of working experience in a Customer Service and/or Supply Chain Environment (preferably B2B)

Fluent in English. Other European languages highly desirable (Dutch, German or French)

A strong customer advocate with Quality focus

Able to work under pressure and meets deadlines

Flexible to take on additional responsibilities and tasks when required

Able to Lead as example

You have:

Good skills in MS Office (Advanced MS Excel skills and experience with SAP are a plus)

A high degree of self-management and proactive problem solving skills

The ability to work cross functionally with all other departments involved

Natural curiosity to understand processes, departments & key customers

A proactive approach in tackling new challenges

Note: Some travel may be required for this role


We offer
An interesting and multidimensional job in an open, growing and international organization. You will work in a challenging environment with enthusiastic colleagues from all over Europe.

If you do not hear from us within four weeks, we have decided to move forward with other candidates that we feel are a better fit at this time. We will delete your application, resume and any other personal data you provided to us unless you wish that we keep your personal data on file and reach out to you if we have any suitable vacancies in the future, in which case you may submit your request to recruitment@crocs.com.

Please accept our best wishes and thank you for your interest in Crocs Europe BV.

More information
This listing is a full-time job

Job category Sales - Support / Helpdesk
Industry / Industries Retail / Wholesale
Region Noord-Holland
Keywords Planning, Finance, Distribution, HR, IT, Sales, Marketing and Merchandising

Contact information

Name Kelly Wanmaker

Location

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