Manager Customer Service
Leading the Customer Service departments at PACCAR Parts Europe in Eindhoven, Budapest, Madrid, Frechen and Leyland
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Locatie Eindhoven
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Afdeling PACCAR Parts
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Fulltime Fulltime
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Opleidingsniveau Master
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Contracttype Vast contract
Functiebeschrijving
As Manager Customer Service you are responsible for leading the Customer Service departments (total 21 employees) in Eindhoven (NL), Budapest (HU), Madrid (ES), Frechen (GE) and Leyland (UK). Your primary responsibility is to offer the best customer service to the complete dealer network, maintaining standards across markets and continuously improving both processes and support systems. You are the voice of the dealer in the logistics and reverse logistics flows. You are able to communicate clearly to all levels in the organization and able to bring the Customer Service the department to the next level. This role reports directly to the Manager Systems & Support.
Responsibilities
- Management of Customer Service department
- Manage the Vehicle Off Road (VOR) Process
- Define, develop and monitor the department KPI’s
- Develop and define AI strategy to improve customer service and time to case resolution
- Drive all kind of other process improvement projects (based on Six Sigma approach)
- Active role in defining and testing new developments in Dealer facing applications (e.g. Supportcenter, EPS, PIET)
- Drive training activities to enhance dealer knowledge and capabilities
- Build relationships with constituent departments, dealers and customers to better understand user needs
- Develop synergies between centralized customer service centers and in-country support personnel
Jouw profiel
- Master’s degree in business or related field
- Minimum 5 years of leadership experience within PACCAR or similar business experience
- Track record in aftermarket, systems and customer service
- Strong analytical skills and capability to apply fact based management
- Great interpersonal skills and communication skills, ability to present to Snr. Management
- Demonstrated abilities in leadership, problem solving, and change management
- Ability to manage under difficult and stressful situations
- Advanced Six Sigma certification preferred
- Advanced computer skills: Tableau / POWERBI / CRM / Excel / Mainframe;
- Fluent in English and other European Languages
Afdeling
PACCAR Parts Europe (PPE) is responsible for growing spare parts sales to customers in all DAF markets worldwide, exclusively through the DAF and TRP branded dealer network; DAF, PACCAR and TRP. PPE uses 5 state-of-the-art distribution centers (PDCs) in Eindhoven, Leyland, Madrid, Budapest and Massbach and delivers unique and innovative customer and dealer solutions.
Customer Service
The Customer Service department at PACCAR Parts Europe plays a key role in forecasting deliveries and managing dealer orders, as well as overseeing the reverse logistics flow including return requests. In addition to handling incoming requests and resolving complaints, the department serves as the primary contact for dealers across the world and acts as the main point of contact for country sales organizations regarding logistic flows. It works closely with teams such as Stock Control & Supply, PACCAR Parts PDCs, ITS, and Marketing & Sales to ensure efficient and accurate order fulfillment and returns management.
Wij bieden
At DAF you will work in an innovative and committed organization. Cooperation and responsibility are key. We offer you a career with development opportunities. You don't just choose a job, you choose for a career at DAF. Working together on a high tech product, with passion and pride. That's working at DAF. In addition to a good salary, DAF offers you the following working conditions:
- A 36-hour workweek;
- 27 Vacation days and a possibility of 13 ADV days (reduction of working hours);
- A variable bonus, based on DAF results;
- A good work-life balance (due to flexible working hours);
- A retirement plan and group health insurance;
- Extensive opportunities for personal growth, such as education programs and (online) training courses.
Salarisschaal: 15
