Manager Customer Service (Component Service)

Improve customer satisfaction, optimize processes, and contribute to innovative solutions. Apply now and lead a team of 15 FTEs in a dynamic, technical environment across multiple locations.

Your responsibilities

As a Customer Support Manager, you will be responsible for the daily management of the customer service department, which operates across multiple locations and programs. You will ensure that your team’s tasks are completed on time and according to the agreed service levels.

Additionally, you will aim to improve performance in terms of delivery reliability, profitability, and quotation conversion. You will participate in (internal and external) meetings and work closely with departments such as Operations, Programs, and Commerce to optimize operational performance.

You will be part of the Component Services team at the Hoofddorp and Schiphol locations. In this role, you will report to the Head of Programs. You will lead a team of approximately 15 Customer Support Agents and possess in-depth knowledge of ERP systems and the sales process, enabling you to drive process improvements and support your team when necessary. You will collaborate closely with program managers, product managers, and supply chain leads, providing you with the opportunity to impact key projects and contribute to the organization's success.

Your responsibilities include:

• Organizing, prioritizing, and planning the work of your team to achieve business goals.
• Representing the voice of the customer and focusing on customer satisfaction.
• Maximizing revenue and profit within operational frameworks.
• Conducting analyses to identify areas for improvement and turning these into concrete actions.
• Preparing performance reports (KPIs and PIs) for internal and external stakeholders.
• Participating in (cross-)departmental meetings, such as case management and customer program meetings.
• Acting as the first point of escalation for both internal and external stakeholders.
• Supporting the implementation of new accounts and contracts.
• Facilitating continuous improvement processes and encouraging team members to propose improvements.

Your work environment

You will work in a dynamic and internationally oriented environment with locations in Europe, Asia, and America. The organization has one goal: to exceed reliability expectations to keep aircrafts where they belong, up in the air.

Betaselect supports you with personal guidance and training opportunities. Thanks to the joint efforts of Betaselect and our partner, our temp-to-perm model ensures that more than 90% of our temporary workers are taken on as permanent employees, guaranteeing a seamless match. Our average review score of 4,8 out of 5 demonstrates that our service works.

Our offer

• Competitive salary ranging from €4,500 to €5,800 gross per month.
• 27 vacation days and 13 additional leave days per year.
• Possibility of hybrid working after the onboarding period.
• Excellent pension.
• Plenty of opportunities for personal and professional development.
• Work in an innovative and internationally oriented environment.
• Informal and open work atmosphere with enthusiastic colleagues.