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Global Head of Customer Service

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Date: Jan 7, 2022

Location: Alken, BE Karlsbad-Ittersbach, DE Middletown, DE, US Montegaldella, IT Pennsauken, NJ, US Pregnana Milanese, IT Pune, MH, IN

Company: Datwyler

Daetwyler focuses on high-quality, system-critical elastomer components and holds leading positions in attractive global markets such as Healthcare, Mobility, Oil & Gas and Food & Beverage. From China to Mexico, with over 20 operating companies and some 6,700 employees, we experience the kind of diversity that only an international company can provide. We offer our customers leading technology and process know-how, unique material expertise and global services that make an important contribution to their technological progress.

 

Datwyler’s Healthcare Division is, for the expansion of the team, looking for a Global Head of Customer Service. In this newly created function you will have the primary objective of driving the vision for consistent customer service standards, worldwide. 

Objectives and Responsibilities

 

  • You provide leadership and direction to the entire customer service organization.  In this  role you ensure that the needs of the customer service department are correctly identified, prioritized and executed. 
  • You oversee and determine the team’s strategic direction, objectives and key results in line with the overall strategy of Datwyler’s Healthcare Division. 
  • You will drive the necessary changes for the improvement of operating and organizational efficiency of the customer service team, globally.  This entails improving the customer experience through the approaches and strategies applied by the team while anticipating upon increased levels of digital customer interactions.
  • You  will be in charge of managing both internal and external relationships on behalf of the customer service department. 

Required Qualifications


You  must have a Bachelor’s degree in Business Administration, or any other related field together with at least 10 years of working experience in a customer support position.  
You have proven and successful experience driving positive change and influencing enhanced performance in a customer service department.  Additionally you have experience in mapping customer journeys successfully. 
You exhibit  strong interpersonal and negotiation skills to engage confidently with key stakeholders at all levels, internally as well as externally. You are a good communicator and people manager.  Perfect English is a must, any additional language(s) will be considered as a plus.
The Global Head of Customer Service must have an ability to think creatively and strategically, have the ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them in partnership with the entire Datwyler community.

 

Preferred location for this newly established position will be Belgium, however other locations can be considered. The position will require occasional travel, approximately 10% of the time.


We Offer a Diverse and Global Working Environment

We encourage ambitious people who approach their job with commitment and enthusiasm to grow and excel. That's why our employees are at the heart of Daetwyler. Our work environment is shaped by our values and beliefs: We are entrepreneurs, we create value for our customers, we strive for excellence, and we treat each other with respect.
www.datwyler.com