Customer Support Manager E-Commerce

The Customer Support Manager E-Commerce will focus on improving customer experience on diverse projects. You are the linking pin between customer needs and operations. 

Solliciteer op deze functie

Neem voor meer informatie contact op met Esma Abdelatif

  • Amsterdam
  • 40 - 40 uur
  • Commercieel
  • Senior
  • Vertrouwelijk
  • 3948

Zo ziet jouw functie er uit

Dit ga je doen

The Customer Support Manager E-Commerce is part of the European Sales Support Team. The Customer Support Manager E-Commerce is responsible for Europe and will report directly to the Head of Global Sales Support. For this role the Customer Support Manager E-Commerce is the linking pin between customer needs and operations and responsible to manage the Customer Experience for all products. In this role the Customer Support Manager E-Commerce has a good knowledge of all the products and knows how to translate the problems that occurs, to the back end of customer service. The Customer Support Manager E-Commerce will focus on improving customer experience on diverse projects, makes sure that the service policies are up to par and reports/communicates on diverse levels of the organisation.

  • Co-develop Consumer Care Policies and new service scenarios and responsible for the implementation and alignment with the respective CS teams
  • To execute country/SO Service policies which support the global consumer care ways of working
  • To provide leadership and expertise to support and monitor the country/Sales Org team in executing Marketing strategies, i.e., warranty policies, return policies, concession policies, service scenarios, etc. and align with the respective Back End teams (related to execution of repairs) of repair for implementation and execution
  • Contact window for Sales team for escalations, coordinate with CS teams for customer solution, communicate and update Sales
  • To maintain and distribute warranty policy documentation for the respective business and markets
  • Drive e-commerce service strategies and translate market needs into operational KPI’s and service scenarios
  • Manage e-commerce service trade relations for centralized e-tailers. Work closely together with local Consumer Care Manager to further strengthen the e-commerce service policies & performance.


Dit breng je mee

  • Min. 8 years business experience (consumer care experience is preferred)
  • Academic / Higher Business School or via experience
  • Knowledge of Consumer Care (or related areas) processes
  • Insight and knowledge of e-commerce
  • Trade & Retail knowledge
  • Knowledge of Net Promoter Score Management
  • Excellent Excel skills, knowledge of Sales Force
  • Fluent English (added with another European language is a plus).
  • You are currently living in The Netherlands and you have a valid work permit (no sponsoring or housing services needed).

Dit krijg je er voor terug

Dit is het aanbod

You will have a Customer Support Manager E-Commerce role within a dynamic, multicultural environment. There is plenty of room for personal and professional development. This is a full-time position where you will be employed by the client immediately. 

  • A nice salary and bonus, we would like to hear your salary wishes;
  • Hybrid working: combination of home and office;
  • Secondary employment conditions: 25 vacation days, premium free pension, collective health insurance: 5% discount on the basic insurance, a benefits program: possibility to take a bicycle or fitness subscription;
  • Benefit program: a vitality program, development program and regular fun events for staff;
  • Ambassador program: Opportunity for discounts on products facilitated by the organization. 

Would you first like more information? You can: call Esma Abdelatif, Recruitment Consultant, telephone 06-15396162 about this vacancy.

Exactpi refnr. 3948

Dit wordt jouw werkplek

Our client is an internationally-renowned PC monitor, TV and Digital Signage Displays manufacturer. Distribution is worldwide to a.o. hotel industry, hospitals etc.

Jij past perfect

  • Solliciteer
  • WhatsApp

Wat gebeurt er met jouw sollicitatie?

Esma gaat voor jou aan de slag. Wij gaan jouw gegevens zorgvuldig bekijken om te bepalen of er een match is. Zo ja, dan nemen wij binnen 3 werkdagen contact met je op. Is er nu nog geen match maar zien wij wel kansen in de nabije toekomst, dan houden wij jouw gegevens in ons bestand. Voor zolang als jij daarvoor toestemming verleend. Uiteraard gaan wij vertrouwelijk met jouw gegevens om en werken wij volgens een strikt privacy reglement. Goed om te weten: Exactpi draagt het kwaliteitslabel van de ABU.

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