Customer Service Manager
Robin Radar Systems
full-time
Posted on:
Location Type: Hybrid
Location: The Hague • Netherlands
Visit company websiteExplore more
About the role
- Act as the key contact for customers post-delivery to ensure service aligns with SLAs or warranties and manage first-level escalations.
- Collaborate with customer success and product teams to ensure service delivery supports broader business goals.
- Monitor all service and support subscriptions and develop plans to proactively reach out to individual customers periodically.
- Analyze KPIs to assess product performance and customer satisfaction scores, providing periodic reports to management.
- Ensure any support provided outside of standard SLAs is properly registered and billed to the customer.
- Relay customer feedback to relevant departments to drive product improvements, new feature development, or contractual updates.
- Participate in periodic audits to identify opportunities to improve standard SLAs and service-related Terms & Conditions.
- Provide insights to the Sales Team to assist in proposal creation for additional sales or system renewals with existing customers.
- Work closely with internal teams like Supply Chain, Account Management, and Service Engineering, as well as external customers and suppliers.
Requirements
- BA degree (or higher) in Engineering, Business Administration, or a related field, complemented by technical training or experience.
- Over 3 years of experience in customer service management roles, preferably within the industrial or technology sectors.
- Proficiency in using service management software (Jira), CRM systems, and a solid understanding of product lifecycle and configuration management.
- Proven experience with commercial and contract management.
- Fluency in both written and spoken English; Dutch language skills are considered a plus.
- A customer-focused mindset with the ability to remain calm, prioritize effectively, and de-escalate stressful situations.
- Strong interpersonal skills with the ability to interact effectively across diverse cultures and backgrounds.
- Office-based role (with remote work possibilities) requiring occasional travel.
Benefits
- Working for a __Great Place to Work®__ certified company;
- Comprehensive pension plan;
- Commuting allowance: our teams work hybrid;
- 30 days of paid holiday leave (with the possibility to buy 3 additional days);
- Opportunities to develop your skills even further through training and certifications;
- High quality laptop/desktop, monitor, noise canceling headphones, and any other equipment necessary for your role;
- An international team of 30+ nationalities, full of high performance colleagues you can exchange experiences with and learn from. As well as having a lot of fun in our social events!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service managementservice management softwareCRM systemsproduct lifecycle managementconfiguration managementcommercial managementcontract managementKPI analysisreporting
Soft Skills
customer-focused mindsetcalm under pressureprioritizationde-escalationinterpersonal skillseffective communicationcross-cultural interaction
Certifications
BA degreetechnical training