Customer Service Manager
The Trimble Transport and Logistics business unit, of which the operational and development teams are located in Belgium, is looking for a Customer Service Manager (CSM) for the Netherlands region to join our team.
Trimble serves her European customer base from a multi-language group in HQ Ieper Belgium and has small local teams in across Europe. Trimble’s solutions are a key element in the operations of a transport company.
In this business it is critical to be close to the customer to ensure smooth operations and customer satisfaction. Trimble wishes to ensure a selection of Dutch customers are provided with coordinated pro-active KPI management of all service elements we deliver.
After contract signature ( Key Account Manager ) and project implementation ( Project Manager ) customer ( if part of selection ) is handed over to CSM as primary customer contact.
As a CSM you will be responsible to manage the performance of the Trimble solutions at the selected customers. You will be the main single point of contact for the customer. You report to the Country Manager Netherlands but work closely with Heads of Planning and Support located in Belgium.
You have mandate from the Country Manager to make your own decisions and concessions.
Based on input from the Country Manager the CSM will also be responsible for escalating serious product stability problems to HQ and communicate the progress of solving these problems with the customer.
The CSM will also be a sounding board for the local employees from the department Support and Planning who have direct report lines to Ieper Belgium.
Key aspects of your daily work are:
- You get to know the selected customers:
·Visit the key stakeholders at the customer together with the Account Manager and/or project manager.
·You determine key customer KPI’s
- You prepare a communication Plan:
·Based on identified KPI’s which will vary per customer but typically concentrate on area’s such as:
-Pending installations new equipment.
-Pending implementations of features.
-Historic performance / detailed root cause analysis.
-Open support tickets, identify key issues early.
- You execute the communication Plan:
·immediately report problems when they occur
·provide monthly reports towards customer/account manager
·guard milestones, time consumption, quality & budget
·correctly and consistently use the Trimble TL management tools
·Work with Direct Managers in Matrix structure to continuously improve the current processes and procedures that benefit all customer.
•Your DNA is customer satisfaction,
• You show commercial feeling, have analytic skills and you are stress resistant
•Truck & Transport and telecom experience is an advantage
•Organizing and planning is your passion
•You are able to work independent and to take ownership
•You have good communication skills and are able to handle problems in a diplomatic fashion whereby you ensure the organization is capable of delivering your commitments.
•You feel comfortable working in a matrix organization.
• Full professional proficiency in Dutch and English is a requirement
About Trimble Transport & Logistics
We are a division of Trimble, whose positioning solutions are used in over 100 countries and in diverse lines of business, ranging from Agriculture, Construction and Surveying to Fleet Management, Public Safety and Consumer Applications. At Trimble, employee satisfaction goes hand in hand with customer satisfaction. Our goal is to build strong relationships that create a robust company and a profitable future. Position yourself with an innovative leader and position yourself for success!
We offer you a career with an innovative leader in telematics solutions
Trimble Transport & Logistics is the leading provider of advanced transport management solutions that maximize productivity and enhance profitability for our customers. We are an exciting, entrepreneurial company, with a history of exceptional growth coupled with a disciplined and strategic focus on being the best.
Trimble Transport & Logistics proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D