Customer Service Manager - Amsterdam Area

Customer service
Dutch, English


Our international client who are an international technology-driven company with their European headquarters in the Amsterdam area, are looking for a dynamic, proactive and motivated Customer Service Manager. The successful candidate will manage the day to day activities of the customer service department and is the internal main point of contact for the company's customers. In this role, you will work closely with the Sales, Finance, Technical Service and Supply Chain departments to build and maintain professional relationships with the customers.

Main Duties

  • Manage the team by supervising and coordinating customer service representatives and associates;
  • Monitor employee productivity and provide constructive feedback and coaching;
  • Develop and maintain work processes and department procedures;
  • Implement CRM, taking into consideration change management;
  • Monitor and contribute to the training program of new customer service associates;
  • Set performance goals and deadlines in compliance with the company's plans and vision and communicate them to subordinates;
  • Provide support to the sales team members in your region;
  • Coordinate all customer related commercial activities such as order management, sample requests, technical information, complaint handling and product application recommendations;
  • Pro-actively manage customers and solve issues in a timely manner;
  • Follow the company's product and price policy according to the agreed structure and directives;
  • Liaise with the back-office, logistics and warehouse departments to ensure accurate delivery of orders;
  • Responsible for updating customer data and other order related administrative tasks;
  • Analyze and report on commercial information.


  • Proven track record of leading Customer Service group
  • Ability to manage change through lean process techniques highly preferred;
  • Experience of implementing CRM;
  • Fluency in the English and Dutch languages is required;
  • Commercial and technical expertise;
  • Experience with order management ERP systems;
  • Familiar with quality policy according to the ISO 9000-2000 standard;
  • Supervisory and leadership skills;
  • Excellent interpersonal skills;
  • Customer focused, service minded;
  • Proactive and hands on attitude;
  • Good analytical, organizational, planning and negotiating skills;
  • Able to prioritize and to take responsibility.