Customer Service Operations Manager, IB Publishing
Salary: circa. 40,000 Euros per year, dependent upon experience

The Customer Service Operations Manager is responsible for delivering and developing global customer services on behalf of IB Publishing, and for ensuring that 41,000 registered customers receive an excellent service.

The Customer Service Operations manager is also responsible for global supplier research in relation to customer service operations, manages tender processes, negotiates contracts, sets up necessary customer service related working practices and creates and monitors service level agreements with suppliers.

The job supports the Head of IB Publishing in strategic and financial planning for the function and for IB Publishing as a whole, and works closely with colleagues in IB Publishing, with other IB staff, and with external suppliers. The jobholder has contact with internal and external customers worldwide.

The role holder will:
• Take overall responsibility for the management of the customer service operations team and the associated budget to ensure the team meets its objectives;
• Undertake supplier research to find appropriate global and/or local suppliers for warehousing and distribution, manage the tender process for selection of supplier(s) and manage the implementation phase of processes and practices with selected supplier(s);
• Manage the in-house customer helpdesk (which currently deals with 6,000 queries annually, 80% of these by email);
• Oversee the processing of all month-end activity related to invoicing, stock and expenditure accruals and month end queries, and work with the Finance department to determine appropriate roles in the process and to improve efficiency;
• Develop, monitor, improve and report on the service to customers of the IB store to meet and manage customer expectations and to ensure an excellent service overall;
• Develop, monitor and manage pricing policies for shipping in line with service level agreements in place with the IB and supplier tariffs, in order to deliver good customer service and to effectively manage freight recovery and charges;
• Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB.

Main requirements
• A degree and/or management qualification of an appropriate level;
• Proven experience of managing a sales/customer service-related operation with an online order and delivery service;
• Proven experience of working with external suppliers and negotiating and managing contracts;
• Proven experience of the development of workflows and procedures and of people/team management;
• Well developed commercial awareness and judgement;
• Proven project management experience;
• High-level communications, interpersonal and organizational skills;
• Fluency in English equivalent to native-speaker level.

IB Publishing sells products and services globally via the IB store, an e-commerce platform that supports the delivery of key customer services, including an online order and delivery service (23,000 orders annually).

Location
The post will be based in The Hague, the Netherlands. The position will involve some international travel.

Apply
Please submit your application by using the link below.

Click here to apply!

The International Baccalaureate is an equal opportunities employer.

Agency calls not appreciated.

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