Customer Service Manager
Whirlpool Corporation
Apply to this jobRequisition ID: 67950
ABOUT WHIRLPOOL CORPORATION
Whirlpool Corporation (NYSE: WHR) is a leading kitchen and laundry appliance company, in constant pursuit of improving life at home and inspiring generations with our brands. The company is driving meaningful innovation to meet the evolving needs of consumers through its iconic brand portfolio, including Whirlpool, KitchenAid, JennAir, Maytag, Amana, Brastemp, Consul, and InSinkErator. In 2023, the company reported approximately $19 billion in annual sales, 59,000 employees, and 55 manufacturing and technology research centers. Additional information about the company can be found at WhirlpoolCorp.com.
The team you will be a part of
This role in summary
The Customer Service Manager will lead the Customer Service department for KitchenAid EMEA, ensuring exceptional customer satisfaction and operational efficiency. This role is essential for driving on-time delivery, improving customer service processes, automation, and optimizing team performance to meet business objectives.
Your responsibilities will include
The Customer Service Manager will be part of the KitchenAid EMEA Supply Chain Leadership team and lead a team of 10 Customer Service Specialists. This position will drive customer service excellence, collaborate with key stakeholders across EMEA and continuously improve customer service operations.
- Lead the Customer Service Process: Oversee the daily operations of the customer service team, ensuring efficient order entry, invoice processing and customer support.
- OTD (On-Time Delivery) Management: Monitor and improve OTD performance, identifying and resolving issues to ensure timely delivery of products to customers.
- Process Optimization: Analyze, simplify and improve customer service processes and workflows to enhance efficiency and effectiveness.
- System Evolution: Collaborate with IT and other departments to automate and optimize customer service systems and tools.
- Performance Analysis: Analyze key performance indicators (KPIs), such as customer satisfaction scores, OTD rates and resolution times. Identify areas for improvement.
- Cross-Functional Collaboration: Collaborate with sales, marketing, logistics and other departments across EMEA to ensure alignment and effective communication.
- Stakeholder Management: Build and maintain strong relationships with sales market leaders and account managers across EMEA.
- Reporting and Communication: Prepare and present customer service reports to management, highlighting key insights and opportunities.
- Leadership and Team Management: Oversee and inspire the customer service team to create a collaborative and results-oriented environment, providing coaching and mentorship to team members.
Minimum requirements
- Bachelor's degree in Business Administration, Supply Chain or a related field.
- Proven experience in customer service management or related roles.
- Experience in leveraging technology and/or implementing technology solutions within the consumer and/or customer service.
- Strong leadership and people management skills.
- Excellent understanding of customer service principles and best practices.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Proficiency in CRM and ERP systems.
- Ability to work effectively in a cross-functional team environment.
- Fluency in English, additional European languages are a strong advantage.
What we offer
KitchenAid EMEA offers a competitive compensation and benefits package, including health insurance, retirement plans, meal vouchers, cafeteria plan & bonus system.
Additional information
The Customer Service Excellence Manager will report to the Head of Supply Chain and will be based at the KitchenAid EMEA headquarters in Grimbergen, Flanders, Belgium. Travel may be required occasionally.
Connect with us and learn more about Whirlpool Corporation
See what it's like to work at Whirlpool by visiting Whirlpool Careers. Additional information about the company can be found on Facebook, Twitter, LinkedIn, Instagram and YouTube.
At Whirlpool Corporation, we value and celebrate diversity. Whirlpool Corporation is committed to equal employment opportunity and prohibits any discrimination on the basis of race or ethnicity, religion, sex, pregnancy, gender expression or identity, sexual orientation, age, physical or mental disability, veteran status, or any other category protected by applicable law.
Summary
Lead customer service team, ensuring satisfaction and operational efficiency.
Job title
Customer Service Manager
Experience level
3+ years
Industry
appliances
Location requirements
Located in Grimbergen, Belgium; remote work not allowed.
Salary
Not specified
Visa sponsorship
H-1B sponsor history
Management role
Yes
Required skills
Preferred skills
Specializations
Structured locations inferred from the posting.
Grimbergen, Belgium