Customer Service Team Lead

Are you an engaging and direction-setting leader who can guide the Danish customer service team through a change management process where you will play a key role in merging two companies into one modern and responsible unified organization with a shared set of values – “A STRONG CONNECTION”? Then you might be the right candidate for this exciting position.

The conglomerate KYOCERA, with more than 80,000 employees worldwide, is in the process of merging two strong individual companies into one unified organization with a total of approximately 300 employees in Denmark, Netherland, France, Sweden, Finland and ten other countries. Tjep, Senco and Expandet are becoming KYOCERA FASTENING SOLUTIONS (KFS) brands, and with this merger, they will serve as the customers’ ONE STRONG CONNECTION in the fastening industry. Are you ready to lead the agenda for the Danish customer service team in this merger then join KFS.

About the position
You operate as an integral part of the EMEA organization’s customer service department, and you will be the customer service responsible for the entities at Sunds and Græsted (12 employees). You will be responsible for the supervision of the customer service department, ensuring its performance and coordination with other departments involved in the sales flow. Reports are to the EMEA Customer Service Manager.

Your place of work will be Sunds with the opportunity to work flexibly and partly from home one day a week. You will work from Græsted approx. 1-2 days a month and you will have approx. 4-8 days of travelling per year to the headquarter in the Netherlands.

Tasks will include (but limited to):

• Supervise the customer service and more particularly the processing of customer requests and orders, and guarantee the conditions of execution (delivery time, packaging method, document management, etc.) while ensuring in advance the deadlines and prices with the internal departments involved in the sale (supply department, purchasing department, production, etc.)
• Ensure that prices and quality of service are respected, and consequently that customers are satisfied
• Ensure the day-to-day management of the team in place. Plans, organises and controls the activity of the customer service and ensures its training
• Take charge of the organization of additional sales operations
• Ensure the follow-up of commercial contracts
• Supervise disputes, customer service complaints and informs the Quality Department of recurring product malfunctions
• Ensure the correct application of procedures and the monitoring of KPI
• Organize the implementation of administrative operating tools
• Is a source of proposals in the context of continuous improvement

Our expectations to you

• Showcase good leadership skills to carry team members along
• A customer-oriented mindset and focus on customer satisfaction
• A can-do mentality, being result oriented and proactive in responding to the team and in dealing with customers
• Excellent skills for communicating and relating with both colleagues and customers
• Expert coaching skills
• Know the techniques associated with remote customer relationship management
• Have a strong organizational capacity and be rigorous in planning attendance and schedules
• Ability to multitask
• Good analytical skills and mastery of dashboards and KPIs
• Mastery of tools associated with the multi-channel environment
• Experience with SAP is an advantage
• Fluent in Danish and English (verbal and writing)

Join a great team
You will become part of an ambitious and dedicated organization that stands together to achieve great results – while maintaining respect for each other, society, and a good work-life balance. KFS believes that a good work life is an essential part of a good life. You will be surrounded by skilled, cheerful, and diverse colleagues and leaders who see you, support you and challenge you in a motivating work environment.

Interested?
If you have any questions about the position, you are welcome to contact PRO&CO, who is handling this recruitment for KFS, at 45 9660 3200. Send your application and CV in English to PRO&CO today by clicking the “Søg stillingen” button below. Applications are reviewed on an ongoing basis, and the position will be filled as soon as possible.