Customer Service Team Lead

Region NCE> SBU NCE Service > Customer Managers
The department is responsible for the commercial contacts with the Service customers. We are the point of contact for the customers regarding the Service contract fulfilment and portfolio, in terms of service execution and commercial obligations. In this way we act as an interface between the external and internal stakeholders. We support the regional operational service teams in their efforts to maintain and optimize the wind energy production based on Service contract agreements.

You will be supervising the customer service team to ensure excellent customer service is provided to the customers. Responsible for implementing and monitoring customer service policies, procedures, and standards. Ensuring that the team is meeting or exceeding performance targets and customer expectations by providing timely and effective solutions to customer inquiries and complaints.

Responsibilities

• Implement customer service strategies, policies and procedures to improve the customer experience, reduce customer complaints and increase customer loyalty.
• Set team goals and strategies and aligning them with the organization's vision and mission.
• Monitor customer satisfaction by analyzing customer feedback, trends, and metrics.
• Manage customer escalations, providing timely and effective resolutions to customer issues and complaints in case of performance issues.
• Oversee a team, consisting of approximately 10 employees (Customer Relations Managers, Customer Engineers and Customer Service Coordinators).
• Keep abreast of industry trends and customer service best practices to continuously improve service delivery and customer satisfaction.
• Identify structural shortcomings and bottlenecks in the current customer service process having a business impact.

Qualifications

• Education, Bachelor level
• Experience with customer service management
• Proven knowledge, skills and experience in MS Office, SAP or similar ERP-systems
• Knowledge of customer service metrics and best practices
• Knowledge of organizational processes and systems
• Proficient oral and written fluency in Dutch and English

Competencies

• Good Communication skills
• Good Problem-solving skills
• Business focused

What we offer

We offer the chance to work with a leader in industry, with the training and development to match. Every day will be different, and it will give you a chance to work with some skilled colleagues both locally and further afield.

Additional information

Applications are handled on an ongoing basis. Please apply online with your letter of motivation and CV.

Please note: We do amend or withdraw our jobs and reserve the right to do so at any time, including prior to the advertised closing date. Please be advised to apply on or before 01/06/2023

About Vestas
Vestas is the energy industry’s global partner on sustainable energy solutions. We are specialised in designing, manufacturing, installing, and servicing wind turbines, both onshore and offshore.
Across the globe, we have installed more wind power than anyone else. We consider ourselves pioneers within the industry, as we continuously aim to design new solutions and technologies to create a more sustainable future for all of us. With more than 145 GW of wind power installed worldwide and 40+ years of experience in wind energy, we have an unmatched track record demonstrating our expertise within the field.
With 29,000 employees globally, we are a diverse team united by a common goal: to power the solution – today, tomorrow, and far into the future.
Vestas promotes a diverse workforce which embraces all social identities and is free of any discrimination. We commit to create and sustain an environment that acknowledges and harvests different experiences, skills, and perspectives. We also aim to give everyone equal access to opportunity.
To learn more about our company and life at Vestas, we invite you to visit our website at www.vestas.com and follow us on our social media channels. We also encourage you to join our Talent Universe to receive notifications on new and relevant postings.