Technical Service Lead & CRM Specialist

Scania; Randers; Sur place; DKK 550 000 - 750 000; Plein temps

Résumé du poste

Scania Nederland B.V. is seeking a full-time supervisor to lead a customer service team, handling complex queries and maintaining key client relationships in Randers, Denmark.

You will oversee service delivery, ensure adherence to regulations, and manage CRM data while coordinating with sales and internal teams for client retention and growth. The role emphasizes proactive issue resolution, scheduled follow-ups, and development of team capabilities through ongoing training and collaboration with

Qualifications

• Bachelor's Degree or Equivalent Level 6.
• Experience in customer service leadership or supervision is beneficial.
• Familiarity with CRM systems and data management.

Responsabilités

• Act as first-line supervisor of a team providing customer service support and help achieve targets in productivity or turnaround times.
• Deal with the most complex and valuable issues.
• Respond to advanced escalations promptly; provide managerial approvals as required.
• Ensure adherence to policies, procedures, and regulatory codes; obtain supervisor authorization for exceptions.
• Schedule follow-ups and log calls in the CRM to build a call plan and data for retention and business development.
• Make calls to allocated customers to maintain relationships and resolve queries.
• Set objectives for each sales call and present standard materials to assess interest and gather information.
• Provide initial fault isolation and propose resolution for senior review.
• Build strong internal relationships to deliver high-quality services with guidance from seniors.
• Develop capabilities via training and ongoing education on technology, regulation, and industry best practices.
• Design monthly work schedules and delegate tasks to speed up office workflow.
• Prioritize work to meet productivity, quality and timeliness standards using performance systems.

Connaissances

Customer service

Account management

CRM data entry

Relationship management

Formation

Bachelor's Degree or Equivalent Level 6

Description du poste

Scania Nederland B.V. is seeking a full-time supervisor to lead a customer service team, handling complex queries and maintaining key client relationships in Randers, Denmark.

You will oversee service delivery, ensure adherence to regulations, and manage CRM data while coordinating with sales and internal teams for client retention and growth. The role emphasizes proactive issue resolution, scheduled follow-ups, and development of team capabilities through ongoing training and collaboration with