Technical Customer Care Manager

We are looking for a technical customer service manager for a company which is today a leading international player in the production, sale and maintenance of machines and even complete plants for the beverage and liquid food industry worldwide. entire. .

The Group is a global employer of more than 18,500 employees. In this company, there are today around 150 employees who manage activities in France, Belgium and Luxembourg.

The group is the global market leader in its industrial sector and is expected to continue its growth with a clear focus on sustainable and environmentally friendly solutions.  We are working towards a better future and helping to save our planet for future generations.

The Customer Care Manager (CCM) is responsible for after-sales service for a predefined customer portfolio. The CCM is the key contact between the customer and the company's internal organization for all service activities. As the central contact for customer services, the mission of the CCM is to anticipate, accompany and support our customers in their interactions with the company, for all subsidiaries.

Autonomous and enterprising, the Customer Care Manager is responsible for the company's affairs within the customer portfolio. The CCM visits them, identifies problems, anticipates needs, communicates proactively and reports accurately and timely. As head of after-sales service, the CCM coordinates the actions of specialized services in order to achieve optimal customer satisfaction. As the main contact and always seeking to offer the best possible solution, the CCM must be fully focused on continuous improvement and the customer experience. As a service expert deeply rooted in the organization, the CCM develops and implements strategies that meet specific customer needs, always remaining aligned with company guidelines and needs.

As a Customer Care Manager, you are responsible for:

• Meet customer needs by promoting company products and services.
• Advocacy for customers internally, related to technical/organizational issues.
• Ensure proactively staying in touch with customers.
• Escalate and ensure resolution of customer complaints by involving the right internal and external stakeholders.
• Collect and process customer complaints related to the services provided.
• Collect and analyze customer feedback to continuously measure and improve customer satisfaction.
• Meet customer expectations and comments.
• Develop and document all customer interactions and report accordingly to management.
• Identify, define and monitor key performance indicators and customer service metrics.

Profile

• You hold a technical diploma and can demonstrate relevant experience (at least 5 years) in a Service Management, Customer Success, Technical-Commercial or Technical role in a B2B technical environment.
• Thanks to your technical training (electricity, mechanics, electromechanics, etc.), you easily understand the issues and needs of our customers.
• You have strong verbal and written communication skills to establish the best possible relationship with customers.
• You speak French, Dutch and English fluently. Speaking German would be a plus.
• Your reactivity, your dynamism, your proactivity, your tenacity, your autonomy and your motivation are among your key assets.
• You are strongly customer focused and have proven experience in customer facing roles.
• You are ready to travel regularly to your clients (up to 50% of your time, mainly in Belgium) and to the German headquarters;
• You have excellent teamwork skills.
• You can easily communicate across the entire company organization and/or are strong in building and maintaining an internal network within the company group.
• You have good project management skills, with the ability to manage multiple tasks at the same time.
• You have a good knowledge of the company and its product portfolio or you wish to acquire this knowledge. You possess good management skills and have experience in crisis management, decision-making, negotiation, time and priority management, project management and leadership.
• You have knowledge of management tools such as SAP, Sales Force, MS project, etc.
• You are data-driven, enjoy analyzing situations and numbers and are used to defining and tracking KPIs. You have a strategic mind. You are good at handling ambiguity.