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Customer Service Operations Manager Ib Publishing

  • VerkoopandCommercieel Management
    International Baccalaureate
    Founded in 1968, the International Baccalaureate (IB) is a recognised leader in international education, encouraging students to be active learners and engaged world citizens. The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that customers of the IB store receive an excellent service and enjoy a pleasant and efficient online shopping experience (the IB online store is the only place that customers can purchase many products and services). The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers. The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide. The role holder will: • Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives • Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s) • Manage the in-house customer helpdesk • Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency • Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall • Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges • Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB Main requirements • A degree and/or management qualification of an appropriate level • Proven experience of managing a sales/customer service-related operation with an online order and delivery service • Proven experience of working with external suppliers and negotiating and managing contracts • Proven experience of the development of workflows and procedures and of people/team management • Well developed commercial awareness and judgement • Proven project management experience • High-level communications, interpersonal and organizational skills Start date 1 February 2012 Location The post will be based in The Hague, the Netherlands. The position will involve some international travel. Apply Please submit your application by using the 'Solliciteer nu' button below. The International Baccalaureate is an equal opportunities employer. High quality international education for a better world. Agency calls are not appreciated. Keywords: Customer Service Operations Manager, Publishing, Publisher, Global, Globally, Online, Shop, Store, Webshop, Customer Service, Online Marketing, Strategic, Strategy, Financial, Financially, Marketeer, Marketing, Web, Service, Service Level, Vacancy, Job, Opportunity, Career, the Hague, Den Haag, Zuid-Holland, Zuid Holland, Utrecht, the Netherlands The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that customers of the IB store receive an excellent service and enjoy a pleasant and efficient online shopping experience (the IB online store is the only place that customers can purchase many products and services). The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers. The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide. The role holder will: • Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives • Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s) • Manage the in-house customer helpdesk • Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency • Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall • Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges • Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB Main requirements • A degree and/or management qualification of an appropriate level • Proven experience of managing a sales/customer service-related operation with an online order and delivery service • Proven experience of working with external suppliers and negotiating and managing contracts • Proven experience of the development of workflows and procedures and of people/team management • Well developed commercial awareness and judgement • Proven project management experience • High-level communications, interpersonal and organizational skills Start date 1 February 2012 Location The post will be based in The Hague, the Netherlands. The position will involve some international travel. Apply Please submit your application by using the 'Solliciteer nu' button below. The International Baccalaureate is an equal opportunities employer. High quality international education for a better world. Agency calls are not appreciated. Keywords: Customer Service Operations Manager, Publishing, Publisher, Global, Globally, Online, Shop, Store, Webshop, Customer Service, Online Marketing, Strategic, Strategy, Financial, Financially, Marketeer, Marketing, Web, Service, Service Level, Vacancy, Job, Opportunity, Career, the Hague, Den Haag, Zuid-Holland, Zuid Holland, Utrecht, the Netherlands
    Den Haag
    Vast contract, bepaalde tijd

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Magnify Customer Service Operations Manager Ib Publishing
 		Customer Service Operations Manager Ib Publishing
VerkoopandCommercieel Management
Founded in 1968, the International Baccalaureate (IB) is a recognised leader in international education, encouraging students to be active learners and engaged world citizens. The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that customers of the IB store receive an excellent service and enjoy a pleasant and efficient online shopping experience (the IB online store is the only place that customers can purchase many products and services). The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers. The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide. The role holder will: • Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives • Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s) • Manage the in-house customer helpdesk • Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency • Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall • Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges • Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB Main requirements • A degree and/or management qualification of an appropriate level • Proven experience of managing a sales/customer service-related operation with an online order and delivery service • Proven experience of working with external suppliers and negotiating and managing contracts • Proven experience of the development of workflows and procedures and of people/team management • Well developed commercial awareness and judgement • Proven project management experience • High-level communications, interpersonal and organizational skills Start date 1 February 2012 Location The post will be based in The Hague, the Netherlands. The position will involve some international travel. Apply Please submit your application by using the 'Solliciteer nu' button below. The International Baccalaureate is an equal opportunities employer. High quality international education for a better world. Agency calls are not appreciated. Keywords: Customer Service Operations Manager, Publishing, Publisher, Global, Globally, Online, Shop, Store, Webshop, Customer Service, Online Marketing, Strategic, Strategy, Financial, Financially, Marketeer, Marketing, Web, Service, Service Level, Vacancy, Job, Opportunity, Career, the Hague, Den Haag, Zuid-Holland, Zuid Holland, Utrecht, the Netherlands The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that customers of the IB store receive an excellent service and enjoy a pleasant and efficient online shopping experience (the IB online store is the only place that customers can purchase many products and services). The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers. The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide. The role holder will: • Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives • Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s) • Manage the in-house customer helpdesk • Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency • Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall • Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges • Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB Main requirements • A degree and/or management qualification of an appropriate level • Proven experience of managing a sales/customer service-related operation with an online order and delivery service • Proven experience of working with external suppliers and negotiating and managing contracts • Proven experience of the development of workflows and procedures and of people/team management • Well developed commercial awareness and judgement • Proven project management experience • High-level communications, interpersonal and organizational skills Start date 1 February 2012 Location The post will be based in The Hague, the Netherlands. The position will involve some international travel. Apply Please submit your application by using the 'Solliciteer nu' button below. The International Baccalaureate is an equal opportunities employer. High quality international education for a better world. Agency calls are not appreciated. Keywords: Customer Service Operations Manager, Publishing, Publisher, Global, Globally, Online, Shop, Store, Webshop, Customer Service, Online Marketing, Strategic, Strategy, Financial, Financially, Marketeer, Marketing, Web, Service, Service Level, Vacancy, Job, Opportunity, Career, the Hague, Den Haag, Zuid-Holland, Zuid Holland, Utrecht, the Netherlands
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Customer Service Operations Manager Ib Publishing
VerkoopandCommercieel Management
Founded in 1968, the International Baccalaureate (IB) is a recognised leader in international education, encouraging students to be active learners and engaged world citizens. The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that customers of the IB store receive an excellent service and enjoy a pleasant and efficient online shopping experience (the IB online store is the only place that customers can purchase many products and services). The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers. The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide. The role holder will: • Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives • Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s) • Manage the in-house customer helpdesk • Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency • Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall • Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges • Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB Main requirements • A degree and/or management qualification of an appropriate level • Proven experience of managing a sales/customer service-related operation with an online order and delivery service • Proven experience of working with external suppliers and negotiating and managing contracts • Proven experience of the development of workflows and procedures and of people/team management • Well developed commercial awareness and judgement • Proven project management experience • High-level communications, interpersonal and organizational skills Start date 1 February 2012 Location The post will be based in The Hague, the Netherlands. The position will involve some international travel. Apply Please submit your application by using the 'Solliciteer nu' button below. The International Baccalaureate is an equal opportunities employer. High quality international education for a better world. Agency calls are not appreciated. Keywords: Customer Service Operations Manager, Publishing, Publisher, Global, Globally, Online, Shop, Store, Webshop, Customer Service, Online Marketing, Strategic, Strategy, Financial, Financially, Marketeer, Marketing, Web, Service, Service Level, Vacancy, Job, Opportunity, Career, the Hague, Den Haag, Zuid-Holland, Zuid Holland, Utrecht, the Netherlands The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that customers of the IB store receive an excellent service and enjoy a pleasant and efficient online shopping experience (the IB online store is the only place that customers can purchase many products and services). The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers. The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide. The role holder will: • Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives • Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s) • Manage the in-house customer helpdesk • Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency • Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall • Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges • Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB Main requirements • A degree and/or management qualification of an appropriate level • Proven experience of managing a sales/customer service-related operation with an online order and delivery service • Proven experience of working with external suppliers and negotiating and managing contracts • Proven experience of the development of workflows and procedures and of people/team management • Well developed commercial awareness and judgement • Proven project management experience • High-level communications, interpersonal and organizational skills Start date 1 February 2012 Location The post will be based in The Hague, the Netherlands. The position will involve some international travel. Apply Please submit your application by using the 'Solliciteer nu' button below. The International Baccalaureate is an equal opportunities employer. High quality international education for a better world. Agency calls are not appreciated. Keywords: Customer Service Operations Manager, Publishing, Publisher, Global, Globally, Online, Shop, Store, Webshop, Customer Service, Online Marketing, Strategic, Strategy, Financial, Financially, Marketeer, Marketing, Web, Service, Service Level, Vacancy, Job, Opportunity, Career, the Hague, Den Haag, Zuid-Holland, Zuid Holland, Utrecht, the Netherlands
 
Customer Service Manager Combinatie CommercieandSupply Chain
Catergorie: Advies Consultancy
Mensen en processen managen Als Customer Service Manager geef je leiding aan een divers team in Standdaarbuiten, namelijk; het bedrijfsbureau (planner, werkvoorbereider en magazijn). Daarnaast ben je verantwoordelijk voor het supply chain management. Je bent leading in het stroomlijnen van de orders, kostprijsbeheersing en je levert inhoudelijke input aan de Sales (organisatie). Je hebt contact met de voornaamste klanten bij complexe vraagstukken. Je bent (eind) verantwoordelijk voor de kostprijsberekening ter voorbereiding op offertes. Je monitort de obsolete stock, overdues en forecast. Je zorgt voor een up-to-date klanteninformatie systeem m.b.t. productafname, afzetgegevens, omzet- en bedrijfsontwikkeling etc. Natuurlijk heb je nauwe contacten met diverse collegas (Sales Director, Accountmanagers etc.). Je rapporteert direct aan de Operations Manager. Jouw voornaamste verantwoordelijkheden op een rijtje; - Het adviseren in complexe vraagstukken bij (Key) Accounts; - analyseren van klanteninformatie en input leveren aan Sales afdeling; - up-to-date houden van assortiment; - kostprijsbeheersing (obv grondstof prijzen en processen); - managen van een team (van ca. 4 personen).
 
Customer Service Manager Combinatie CommercieandSupply Chain
Catergorie: Advies Consultancy
Mensen en processen managen Als Customer Service Manager geef je leiding aan een divers team in Standdaarbuiten, namelijk; het bedrijfsbureau (planner, werkvoorbereider en magazijn). Daarnaast ben je verantwoordelijk voor het supply chain management. Je bent leading in het stroomlijnen van de orders, kostprijsbeheersing en je levert inhoudelijke input aan de Sales (organisatie). Je hebt contact met de voornaamste klanten bij complexe vraagstukken. Je bent (eind) verantwoordelijk voor de kostprijsberekening ter voorbereiding op offertes. Je monitort de obsolete stock, overdues en forecast. Je zorgt voor een up-to-date klanteninformatie systeem m.b.t. productafname, afzetgegevens, omzet- en bedrijfsontwikkeling etc. Natuurlijk heb je nauwe contacten met diverse collegas (Sales Director, Accountmanagers etc.). Je rapporteert direct aan de Operations Manager. Jouw voornaamste verantwoordelijkheden op een rijtje; - Het adviseren in complexe vraagstukken bij (Key) Accounts; - analyseren van klanteninformatie en input leveren aan Sales afdeling; - up-to-date houden van assortiment; - kostprijsbeheersing (obv grondstof prijzen en processen); - managen van een team (van ca. 4 personen).
 
Customer Service Manager 6.400 00 (3952)
Banen
In the position of Customer Service Manager you have a multifaceted, multiple function position and you are highly-valued as a key contributor across the organization in EMEA. You will report to the Sr. Director Finance & Operations EMEA. The role ensures the tactical targets are executed fully to meet customer expectations. You will also support & leverage long term relationships with existing customers while working closely with Sales and Marketing personnel in the development of new customers and other proactive tasks and activities to ensure the growth of the business throughout the region. In this challenging position you will have the following tasks and responsibilities: * Provide overall leadership and management of existing customer service organization through order fulfillment, field inventory controls (consignment, loaner, trunk) and contracts & pricing administration; * Identify (in conjunction with business leaders and global peers) best practices; * Define key performance indicators and operational metrics; * Implement global standards for consistency across the customer service organization; * Identify key metrics which support the organization's customer service and satisfaction goals; * Ensure these indicators are tightly aligned with business objectives; * Oversee assigned accounts with the preparation of the response to quotations, order entry, scheduling order requirements, and working to assure all logistics are in line with the customer demands. Some specific responsibilities include: * Coordination and facilitation of ongoing sales and service contract management and renewals; * Responsible for designing and implementing customer market research to understand customer satisfaction and to explore future opportunities or unmet needs; * Responsible for prospecting for new account opportunities through a standardized qualification and quantification process. * Identify opportunities for continuous improvement within the customer service organization; * Lead through continuous operational analysis, key performance indicator reviews, implementation of best practices, use of standard customer service operational systems and project management disciplines; * Implement global reporting and documentation processes that ensures consistency through resolution of all required customer follow up across all functions and locations; * Control of customer orders, scheduling, contracts, pricing, field inventory control, timely status updates, and continual communication with both internal and external stakeholders; * Develop and implement processes to ensure on-going communication with the customer base and resolution of any problems that arise to a mutually acceptable resolve; * Ensure company wide acceptance of customer service program enhancements; * Focus on developing the customer service department into a proactive and integral part of the revenue growth strategy; * Implement technology solutions that improve the efficiency and effectiveness of the customer service function; * Focus on developing the talent that exists within the customer service team to the point where customer service is consistently channeling its members into new job opportunities within other functions.