Key Skills

Job Description

Customer Care Manager (CCM) The European Customer Service Department is consolidating its team to support strong business growth. Title Customer Care Manager, Benelux Reporting Reports to Senior Customer Care Manager (40%) (big boss - cedric) and local Country Manager (60%) Location Rotterdam, The Netherlands, share office Contract Type Indefinite with 6 months trial period after that converted into permanent contract Start Date ASAP Geographical Scope Belgium Netherlands Luxembourg Travels Travels in Benelux, and Europe. About 10% of time. Key Responsibilities: Responsible to ensure the best service in the Benelux and be accountable to reach the targets and the success of the company. Core Tasks : Consumer Satisfaction Consumer-focused to path the road to continuous Customer Satisfaction improvement in the Netherlands (including, but not limited to, Repair TAT reduction, NPS improvements …) Sales Team Support In direct contact with Sales Team in charge of the Benelux. Regular meeting (with minute of meetings) to review Sales needs, field issues, follow-up on action plans for improvements and problem-solving Escalate to European Service Management on local situation Distributor After-Sales Conditions management Negotiation of After-Sales conditions with the key retailers / distributors within The Benelux. Ensure that the conditions are in line with the company’s policy and drive negotiation till the end. Perform gap analysis when necessary and drive negotiation to reduce gap. Review solutions for solving the gaps with Sales team on one side and Service Management in the other side. Ensure that all Retailers/Distributors in The Netherlands have the latest Service procedures and well aware about details. Answers retailers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources Repair Center (ASP) management Manage all aspects related to repair/service centers in The Benelux, included, but not limited to, daily operations, coaching & training on procedures, support, regular phone and face-to-face meeting, penalizing failures, repairs validation, payment follow-up. Be up-to-date on market trends, competitors’ service strategies and continuous benchmark in terms of costs and services, Administrative reporting to check each repair till its validation. Audits customer service procedures and trends and determines system improvements. Manage the level of products to be stored locally for performing product exchange (SWAP) by monitoring trends, stock level and replenishment needs. Perform Stock taking of products stored locally under ASP responsibility but TCL ownership. Cost (PnL) Be accountable for the territory P&L in line with company yearly targets. Daily Operations Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix. Maximizes customer operational performance by supervising system and monitor all the resources: Pending cases from ASP, Call Center performance, etc.. Requirements: Education & Experience: BS / BA degree Native Dutch, fluent English, French is a pro 3+ years work experience Experienced in Customer Service (preferably consumer electronics industry) Knowledge of the Service market Existing contacts with key Retailers / Distributors / and service providers in the Benelux is a plus. Key Competencies: Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven decisions Flexible, adaptable team player with strong interpersonal skills. Capable to work independently. Resourcefulness to effectively navigate the internal organization to resolve issues and achieve objectives. Organized, rigorous, detail-oriented with excellent follow-through and follow-up abilities Effective oral & written communication and presentation skills to persuade decision makers and cross-functional. Negotiation skills with retailers & distributors Communications: Ability to collaborate with remote Management and cross-functional management to achieve mutual goals, prioritize tasks, and follow up on execution External Communication with both Suppliers and Customers.

Core Responsibilities

Manage customer care and after-sales service across Belgium, the Netherlands, and Luxembourg, improving customer satisfaction and supporting sales teams, retailers, distributors, and repair centers. Oversee service operations, repair center performance, local inventory, issue resolution, and territory P&L while ensuring service procedures and company targets are met.

Requirements

Requires a bachelor's degree, at least three years of work experience, customer service experience, native Dutch, and fluent English; French is an advantage. Candidates should bring strong analytical, problem-solving, communication, negotiation, organizational, and interpersonal skills, with consumer electronics experience and Benelux industry contacts considered advantageous.