Værkfører til Scania Randers

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

This Job Profile is not validated by Subject Matter Experts yet.

Oversees the efforts of a team of technical service representatives, applying specialized technical or scientific knowledge/product applications. Maintains ongoing relationships with key customers and interfaces with sales staff on a regular basis and serves as an expert in handling complex queries.

Job Responsibilities

Customer Service

Act as first-line supervisor of a team providing customer service support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. Deal with most complex and valuable issues.

Resolving Customer Issues

Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Operational Compliance

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management

Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Faults Diagnosis and Correction

Provide initial fault isolation and propose resolution for approval by more senior colleagues to limit and address issues promptly.

Internal Client Relationship Management

Build effective working relationships within the internal client organization, delivering high-quality professional services with guidance from senior colleagues.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Work Scheduling and Allocation

Design own monthly schedule and, if necessary, assign work to others in order to speed up office workflow and ensure high-priority tasks get done.

Performance Management

Prioritize own workflow and ensure work is completed to the required standards of productivity, quality and timeliness; use performance management systems to improve personal performance.

Education

• Bachelor's Degree or Equivalent Level 6

Part-time / Full-time: Full-time

Permanent / Temporary: Permanent

Country/Region: DK

Location(s): Randers, REGION_DNK 1849 Central Jutland, DK, 8940