Customer Service Manager EMEA

The Customer Service department is the vital link between our customers and internal teams, ensuring seamless support and exceptional service delivery across the EMEA region. Our team is dedicated to solving customer issues quickly, driving satisfaction, and working closely with cross-functional teams to create a positive, impactful experience. 

As a Manager, you'll lead and inspire a team of 15+ direct and indirect reports to achieve their daily goals while fostering a culture of continuous improvement. Reporting directly to the Service Director EMEA, you'll play a key role in driving success by implementing organizational and process enhancements that streamline operations and elevate customer satisfaction. This is a unique opportunity to shape a high-performing team and make a lasting impact on service excellence across the region.

Tasks:

• Customer Service Operations
  • Lead and manage EMEA customer service team, ensuring they adhere to performance metrics and service level agreements (SLAs).
  • Design, implement, and maintain customer service processes, procedures and policies to ensure seamless operations and exceptional service.
  • Ensure customer inquiries are handled promptly, either by phone, email, chat, or other digital channels.
  • Proactively monitor and resolve complex or escalated customer complaints related to recurring technical issues, warranties, or product performance.
• Customer Experience:
  • Analyze customer feedback and develop strategies to improve customer satisfaction and retention.
  • Identify and address recurring customer issues by collaborating with other departments and/or refine processes or develop new solutions.
  • Create and manage training programs for the customer service team to ensure up-to-date product, processes, tools knowledge and soft skills.
• Communication:
  • Liaise with other departments to ensure a coordinated approach to customer service.
  • Communicate with customers through various channels, including phone, email, chat, and in-person interactions.
• Training and Development:
  • Recruit, train, mentor, and develop customer service representatives to ensure high performance and continuous improvement.
  • Set performance goals and provide ongoing coaching and feedback to team members.
  • Foster a positive team culture that emphasizes customer-centricity, professionalism, and collaboration.
• Quality Assurance:
  • Implement quality assurance programs to evaluate and improve the performance of the customer service team.
  • Monitor and review customer interactions to ensure compliance with established standards.
• Technology and Tools:
  • Stay up to date with customer service technologies and implement relevant tools to enhance efficiency.
  • Stay informed about industry best practices and incorporate them into the team's training programs.
  • Collaborate with the IT department to address any technical issues impacting customer service.
• Reporting and Analysis:
  • Track, analyze, and report on key performance indicators (KPIs) such as customer satisfaction, response times, and issue resolution.
  • Use data to identify trends and areas for improvement in the customer support process.
  • Prepare reports for senior management to highlight achievements, challenges, and upcoming needs in customer service.

Qualifications

• Bachelor's degree in business, management, or a related field.
• Minimum of 5-7 years in a customer service role, preferably within the technology or manufacturing industry.
• At least 3 years of leadership/managerial experience.
• Experience in managing international and remote teams is preferred.
• Strong leadership and people management skills.
• Ability to motivate and inspire a team to achieve goals.
• Excellent verbal and written communication skills in English, any other european language is a plus.
• Ability to communicate effectively with customers, team members, and other departments.
• Strong problem-solving skills and the ability to make sound decisions under pressure.
• A deep understanding of customer needs and a commitment to delivering exceptional customer service.

Additional Information

Why work for us: 

You will have long-term career opportunities, with a globally renowned company and the following: 

• Hybrid working policy 
• Hospitalization insurance with dental care for you and your family 
• Group insurance (life, retirement, disability) 
• Bike lease 
• Access to our share purchase program 
• Bonus on personal and company performance, meal vouchers, eco-cheque 
• 20 days holiday + 6 days ADV per year 
• Company car
• Laptop & mobile
• Be part of a mission to transform how we all obtain, use, and reuse the planet’s resources to enable a world without waste 
• Inclusive company culture that values diversity, well-being, and strong camaraderie among our teammates 
• Global career opportunities with a strong record for promoting internally 
• Professional training and development: We are passionate about people and seeing them succeed 
• We love innovation, a collaborative environment where idea sharing and being creative is encouraged

How to Apply:

If this sounds like you, we would love to hear from you! All applications will be managed in the strictest confidence.

TOMRA is proud to be an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants regardless of race, colour, religion, gender, gender identity, age, national origin, disability, parental or pregnancy status, marriage and civil partnership, sexual orientation, veteran status, or any other characteristics. Reasonable accommodations will be made and will be provided as requested by candidates taking part in all aspects of the selection process. 

About the Company

TOMRA Food is a multinational organisation and a leading provider of sensor-based sorting, peeling and integrated post-harvest solution for the food industries. Transforming global food production to maximise food safety and minimise food loss by making sure Every Resource Counts™, has been our strength for over 50 years. 

At TOMRA, we want people to innovate, show passion in their work and be responsible. We encourage the freedom to innovate and take risks that result in breakthroughs that challenge the status quo. We value passion that focuses and commits to meeting success. We believe in a responsible and safe mindset that takes care of our customers, products, and fellow employees. 

Join the resource revolution!