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Director of Customer Service- EMEA

4 months ago

Rochester, United Kingdom TydenBrooks Full time

TydenBrooks brings our customers over 150 years of experience in the manufacturing of security seals and solutions. We maintain market leadership through innovation, research, quality, design and customer service globally. We are committed to producing competitively priced, quality high-security seals, tamper-evident plastic security seals, security tapes, labels and other security products such as our security bags and name tags. We also offer our new state-of-the-art track and trace, GPS security seals and solutions. We are always focused on customer service and peace of mind solutions. We are continually “Leading the Way, Securing the World.”


Summary

The EMEA Customer Service Director manages and oversees all customer service activities within the EMEA region. Key functions of the role include setting customer service standards and objectives, developing customer service policies, managing customer service teams and initiatives, ensuring customer satisfaction, and developing and implementing new sales channel opportunities. The EMEA CS Director must have deep knowledge of B2B customer service techniques and methodologies. The role is a liaison between the customer, sales, and operations functions. This position is accountable for supporting customer initiatives and aligning with the commercial team to drive profitable growth. This position reports to the EMEA General Manager and interacts with the US Customer Service organization.


Primary Responsibilities:


Customer Service Strategy

  • Develop and implement customer service strategies aligned with the company’s objectives and values
  • Establish and enforce customer service standards, policies, and procedures to ensure customer service excellence
  • Collaborate with the local and global commercial team to ensure consistency in customer service and customer interactions
  • Monitor and analyze customer service metrics to identify areas for improvement and drive continuous improvement initiatives.
  • Lead proactive inside selling initiatives to drive top-line growth
  • Develop and analyze customer order patterns, sales volumes, and customer pricing to measure success and identify sales gaps and opportunities. Provide inputs for developing sales forecasts and commercial strategies
  • Stay abreast of market dynamics and trends to evaluate their impact on customer orders
  • Present customer service performance metrics, customer feedback and insights, and strategies to organization with regular frequency. Develop action plans to address areas of concern.


Customer Interaction and Satisfaction

  • Develop a wide and in-depth knowledge of customer requirements and develop strategies and tactics to ensure requirements are met
  • Ensure timely and effective management of customer orders, inquiries, and complaints. Manage e-business platform orders.
  • Resolve escalated customer issues and implement corrective action to prevent recurrence. Coordinate actions across functions when necessary.
  • Collaborate with other functions to ensure a seamless customer experience from order inquiry and placement to fulfillment
  • Measure and track customer feedback and trends in product and service issues. In coordination with Marketing, conduct customer satisfaction surveys and feedback sessions to assess service effectiveness and identify areas for improvement
  • Work with Finance team to resolve pricing, invoice, and credit issues
  • Develop deep understanding of the product portfolio and positioning


Process Improvement and Efficiency

  • Develop and improve customer service processes to ensure they are streamlined and effective to meet customer service standards (e.g., reduce response time, reduce order errors)
  • Research, brainstorm, and propose the introduction of tools and systems to improve customer service activities based on best practices. Utilize technology to enhance customer service delivery
  • Develop new processes to support new products and services and new sales channels


Leadership and Team Management

  • Lead, mentor, and develop, and motivate a high-performance team, fostering a customer-focused culture
  • Oversee the recruitment, training, and ongoing development of customer service staff
  • Set performance goals, conduct regular performance reviews, and implement improvement plans as needed
  • Demonstrate commitment to strong performance, effective working relationships across the organization, and continuous improvement.


Experience

  • Proven customer service leadership and team management skills with a track record of building and motivating high-performance teams
  • Strategic mindset with ability to translate business plans and strategies into customer service implementation plans
  • Strong communication and interpersonal skills, with the ability to effectively interact with customers and internal stakeholders comprised of members from different cultural backgrounds.
  • Strong collaboration skills. Experience leading through influence rather than formal authority in leading teams to achieving business objectives.
  • Strong analytical ability to analyze data and prepare reports, statements, and projections. Strong attention to detail.
  • Demonstrated ability to make solid, objective, ethical decisions.
  • Proficiency in customer service processes, order management software, CRM systems, Microsoft Office, and other relevant tools.
  • Willingness to continuously learn and be open to feedback to improve individual performance.
  • Ability to work in a fast-paced, dynamic environment and manage multiple priorities
  • Ability to create and champion a safety culture.


Job Requirements

  • A university degree from an accredited institution in Business Administration, Management, or a related field is required. Master’s degree is a plus.
  • At least 10 years progressive experience in a customer service leadership role in a B2B environment
  • Experience in a manufacturing, industrial or logistics industry experience.