Customer Service Team Lead – Vestas – Arnhem

  • Arnhem


Are you looking for the next step in your career at the global leader in sustainable energy solutions? Are you an experienced Team Leader with a desire to provide excellent customer service in the wind industry? If so, Vestas has the opportunity for you The department is responsible for the commercial contacts with the Service customers. We are the point of contact for the customers regarding the Service contract fulfilment and portfolio, in terms of service execution and commercial obligations. In this way we act as an interface between the external and internal stakeholders. We support the regional operational service teams in their efforts to maintain and optimize the wind energy production based on Service contract agreements. You will be supervising the customer service team to ensure excellent customer service is provided to the customers. Responsible for implementing and monitoring customer service policies, procedures, and standards. Ensuring that the team is meeting or exceeding performance targets and customer expectations by providing timely and effective solutions to customer inquiries and complaints. Responsibilities Implement customer service strategies, policies and procedures to improve the customer experience, reduce customer complaints and increase customer loyalty. Set team goals and strategies and aligning them with the organization’s vision and mission. Monitor customer satisfaction by analyzing customer feedback, trends, and metrics. Manage customer escalations, providing timely and effective resolutions to customer issues and complaints in case of performance issues. Oversee a team, consisting of approximately 10 employees (Customer Relations Managers, Customer Engineers and Customer Service Coordinators). Keep abreast of industry trends and customer service best practices to continuously improve service delivery and customer satisfaction. Identify structural shortcomings and bottlenecks in the current customer service process having a business impact. Qualifications Education, Bachelor level Experience with customer service management Proven knowledge, skills and experience in MS Office, SAP or similar ERP-systems Knowledge of customer service metrics and best practices Knowledge of organizational processes and systems Proficient oral and written fluency in Dutch and English Competencies Good Communication skills Good Problem-solving skills Business focused What we offer We offer the chance to work with a leader in industry, with the training and development to match. Every day will be different, and it will give you a chance to work with some skilled colleagues both locally and further afield. Additional information Applications are handled on an ongoing basis. Please apply online with your letter of motivation and CV. Please note: We do amend or withdraw our jobs and reserve the right to do so at any time, including prior to the advertised closing date. Please be advised to apply on or before 01/06/2023

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