Job description

In your role as Team Lead Customer Services you are responsible for the Global customer services process, from ‘Request For Quotation’ till receipt of the ‘Customer Purchase Order’, and to ensure effectiveness, efficiency and tot implement one way of working.

You are based in Antwerp or Rotterdam and reports to the Customer Service Manager (CSM).

Who we are

Radio Holland is globally known as an important specialist in Satellite and Radio communication, Navigation, Automation and Observation systems for various maritime users in the shipping industry. For every conceivable electronic function on board, we offer innovative, efficient solutions by supplying, installing and integrating advanced and high-tech equipment.
In addition, we guarantee fast and efficient service through a worldwide network of branches and agents along the world’s major shipping routes.

Responsibilities

  • Responsible for the assigned geographical area
  • Leading a team of sales engineers to build high performing teams
  • Driving the process and process improvements including implementation in the assigned geographical area
  • Analyse where to improve and propose improvement suggestions within the Regional Inside Sales team
  • Develop and maintain the Global Inside Sales roadmap, together with the Regional Inside Sales team members
  • Contribute to agreed process improvements, assisting CSM in carrying out action plans and ensuring that the team is clear and follows through on the right processes
  • Provide regular updates to the CSM on the development of the Inside Sales team
  • Ensure the agreed improvements are timely communicated and implemented within their teams
  • Roadblocks and concerns should be identified and raised to CSM for discussion
  • Ensure improvements are agreed by CSM before sharing and seeking support from team members
  • Be a positive and energetic ambassador who ensures the colleagues in her/his area will always be taken and kept onboard
  • Ensure conversion of customer requests (Zendesk tickets) for Deepsea service & trade into a quotation and a customer response within two (2) hours
  • Ensure that customers’ quotations are being followed up on within 2 working days after submission
  • Ensure timely collection of purchase orders (PO’s) for won service & trade jobs
  • Ensure timely re-assignment of won Deepsea service Zendesk tickets, including PO, to the Global Operations team
  • Manage the Zendesk inboxes for Deepsea service & trade and ensure timely follow up and the assignment of Sales Engineers to tickets
  • Ensure sufficient manpower, in terms of Sales Engineers, are available
  • Train Sales Engineers, both commercially & technically, in order to be competent and experienced enough to ensure a seamless customer experience

Skills / Abilities

  • Leadership skills
  • Strong communication and collaboration skills
  • Commercial oriented
  • Consulting skills
  • Team player
  • Strong in stakeholder management
  • Sensitive to organizational and cultural/ people dynamics
  • Fluent English verbal and in writing

Work Experience

Leadership or consulting experience 2+ years in sales environment

Education

Bachelor or Master in Business Administration

Our Offer

We offer an attractive compensation package matching your skills and experience and a chance to work in a team of like-minded professionals.

Apply

Do you have a proven track record as a Team Lead Customer Services and are you ready for the next challenge? Please send your cover letter and résumé directly to jobs.nl@radioholland.com