smartwith heart
Customer Services Manager
Belgium - Customer Services department
Is customer satisfaction your top priority? Are you committed to continuous improvement? Ready to join a place where smart solutions meet human collaboration?
Become our new Customer Service Manager and take our customer experience to the next level. Read on!
Our offer
We offer you more than just a job. Our culture and benefits inspire you to become the best version of yourself.
- Continuous learning: Access customized training, coaching programs, and on-the-job development opportunities.
- Flexibility: Flex your schedule with working from home, adaptable hours, and the autonomy to shape your routine.
- Benefits: An attractive salary package including an optional company car, a bike incentive program, additional extralegal vacation days, and other competitive benefits.
- Collaborative culture: Cross-team collaboration and creative challenges that encourage you to share knowledge, celebrate wins, and grow together.
- Innovation: Encouragement to think differently through cross-team collaboration and innovation challenges
- Well-being: Thrive in a workplace that supports your physical and mental health by promoting a wide range of facilities and activities like birthday events, sports sessions, in-house coaches, and healthy meal options.
Our company
We’re a leading game changer that optimizes supply chains with our very own smart software and services. With a team of 1,300+ passionate, creative minds from over 60 nationalities, we help the world’s largest companies to run their supply chains more efficiently and sustainably. Our customers include BASF, Johnson & Johnson, L’Oréal, Nestlé, and Procter & Gamble. Ready to be smart with heart? Join our team where technical expertise and human connection create solutions that scale globally and make a lasting impression.
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Your challenge
As a Customer Services Manager, you manage a group of consultants who are part of the global Customer Services team. You organize regular service meetings, maintain and improve service levels, and fine-tune OMP’s services offering, organization, and the way we work with customers.
You are responsible for:
- Designing and implementing help desk methods and procedures.
- Providing input for process improvements to the responsible managers.
- Managing team resources to ensure support availability within business hours and the agreed service levels.
- Determining and enabling support strategies and guidelines in line with overall customer services objectives.
- Analyzing statistics and compiling accurate reports on customer service KPIs.
- Building and maintaining a solid customer service collaboration with other OMP teams.
- Motivating team members to provide excellent support service to customers and improve the overall customer experience
- Recruiting, mentoring, and helping customer services consultants grow.
About you
Essential talents and qualifications:
- A master’s degree or similar by experience.
- At least 3 years of experience in a managing position within a customer services department.
- Fluent in English.
- The ability to communicate professionally and convincingly.
- Service-minded and results-driven leadership skills.
- A flexible work attitude. You are not a nine-to-five kind of person.
- Advanced troubleshooting and multi-tasking skills.
- A knack for analyzing and reporting data.
Bonus points if you have:
- A visionary mindset and a passion for strategy.