Head of Customer Services
Liebherr Maritime Benelux BV (LMX) was founded in 2000 and currently consists of 40 professionals. They represent the maritime cranes division of Liebherr in the Benelux. The sales and service location in Antwerp has a team of 15 professionals and focuses on port equipment in Belgium, such as mobile harbor cranes and reach stackers. As Head of Customer Services in Belgium you will champion the customer service department. You report directly to the Managing Director of LMX and work closely with the manager of the sales team. As a team you will ensure the sales of new equipment and their related services to existing and new customers.
- Champion the customer service department
Assessing and managing the customer service team to continually improve processes and outcomes. To manage all customer service processes, remembering that we are becoming more proactive and engaging customers earlier in the buying cycle. Regularly meeting clients in person. Working together with the other teams to ensure the best results.
As problem areas for customer service are identified you must engage the MD and/or HQ to agree priorities and have your team address these areas quickly and effectively. Act promptly on escalated customer issues and where necessary visit the customer personally to agree a plan of action.
- Team management
Lead, motivate and manage performance of staff to ensure they are fully motivated and perform optimally to meet the company’s needs. Ensure that poor performance is not tolerated and remedied via support, training or disciplinary action as appropriate. Manage the out-of-hours process and ensure adequate cover is in place at all times. Recruiting the right calibre of staff in accordance with company policy and procedures. As well as taking care of continual upskilling of the customer services team through evaluation, development and training.
- Financial analysis
Manage your budget effectively and be able to promote requirements for additional funding where they can increase the customer recommendation ratings and increase overall business performance. Report your expenditure as required.
- Planning, measuring and reporting
Agree priorities and standards and then manage the CS team to deliver them. Work with the MD to drive continual improvement in people, technology, processes, service and product design and build. Establish and test new strategies to improve the customer service experience. Produce a monthly board report as well as other reports where needed. Attend weekly sales and build meetings and monthly board meetings.
- 7 – 8 years experience in service management within the technical sector
- Experience leading projects and/or teams. Preferably in a management position
- VCA-VOL certification
- Nice to have; Experience in Maritime and/or Port sector
- Nice to have; experience or knowledge in sales of (spare) parts
- Bachelor degree in technical engineering or a related field
- Fluent in Flemish and English. Preferably skilled in German