Fortive Corporation Customer Service Manager in Eindhoven, Netherlands
Customer Service Manager
Fluke Corporation is the world leader in the manufacture, distribution and service of electronic test tools and software. We are a dynamic market leader with sound financial health. Fluke has achieved the number one or number two position in every market in which it competes. The Fluke brand has a reputation for portability, ruggedness, safety, ease of use and rigid standards of quality. A wholly owned subsidiary of Fortive Corporation ( www.fortive.com ), Fluke is a multi-national corporation headquartered in the greater Seattle area. We offer an entrepreneurial environment that is team-centered, customer-driven, quality-focused, and growth-oriented. It is driven by the phenomenally successful Fortive Business System. Working at Fluke gives you access to a robust career development process and challenging, “stretch” opportunities
Why choose Fluke
As the Manager of the Customer Service Department, you are working closely together with the Sales department, ensuring orders are processed according to the Internal and External policies and procedures.
Being the interface between Customer and the Fluke Sales, OPS & Finance teams, you are key in the coordinator of the full process from sales order to shipment, including implementing solutions where issues arise.
Test your Skill
Your main responsibilities in this role are:
Managing a team of 40 FTE international Customer Service Agents across 3 different locations (NL, DE, UK)
Implementing, monitoring and maintaining Standard work and ensure orders are processed accordingly
Align processes across departments and align with various regulations (Compliance, SoX, VAT, and alike)
Optimize the Compliant Handling process (QFB) in coordination with Operations, Sales and Service
Monitor and maintain Daily, Weekly and Monthly results
Align Team and Departmental KPI’s with overall business/PD objectives
Implement PSR and other FBS tools to help improve results
Recruit, Grow and Develop associates through D4G, P4G and other tools
Support Fluke sales teams increasing the business and interface back office, BU and Operations with each other.
Align individual performance objectives with overall business objectives
Measure your ability
To be succesful in this role, we expect you to bring
• Bachelor degree or equal in experience
• Knowledge and experience of FBS (MBB preferred)
• Several years of experience managing a team of direct and indirect reports, preferably teams within a multi-language/culture environment
• Strong communicator on various levels across the organization
• Knowledge of the (international) operational processes from sales-order to shipment
• Ability to initiate, create and implement projects for increased Customer Satisfaction as well as Productivity
• Commercially savvy and customer centric focus
• Strong analytical skills and ability to think in solutions
• Fluent in English. German and Dutch preferred
Fortive Corporation Overview:
Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive’s well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution.
Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company’s operating model is the Fortive Business System. For more information please visit: www.fortive.com .
Job: Customer Service
Primary Location: Europe-Netherlands-North Brabant-Eindhoven
Req ID: FLU005732