Team Lead Customer Services

Who are we

Radio Holland is the first choice for NavCom solutions in the maritime industry worldwide. We provide innovative solutions for all electronic functions on board by delivering, installing, and integrating advanced equipment. With a global network of branches and agents, we ensure fast and efficient service along major shipping routes. We strive for a high level of service and a long-term relationship with our customers and focus on innovative and sustainable technologies to improve efficiency and safety on ships. Always there. Everywhere.

The team!

You will be driving the Global customer services process, from Request for Quotation in Zendesk till receipt of Customer Purchase Order, and to ensure effectiveness, efficiency and to implement one way of working.

These are your tasks and responsibilities.

Key Responsibilities

Responsible for the assigned geographical area and the team within that region

Lead the Inside Sales team to build high performing teams

Drive process and process improvements, including implementation within the team

Develop and maintain the Global Inside Sales roadmap, together with the Regional Inside Sales team members

Contribute to agreed process improvements

Assist CSM in carrying out action plans by providing clear instructions to the team and ensuring company policies and processes are adhered to

Provide regular updates to the CSM on the development of the Inside Sales team

Collaborate with CSM to resolve any potential roadblocks or concerns

Manage Zendesk mailbox for Deepsea service & trade, ensuring timely follow up and the assignment of Inside Sales tickets

Respond to and provide quotations for incoming customer requests (Zendesk tickets)

Responsible for Zendesk first time reply KPI of within two (2) hours

Follow up of customer quotations within 2 working days after submission

Timely re-assignment of won Deepsea service Zendesk tickets, including PO, to the Global Operations team

Approve vacation time and time sheets for team members

Arrange coverage within the team to ensure sufficient manpower is available at all times

Train Inside Sales team, both commercially & technically, in order to be competent and experienced enough to ensure a seamless customer experience

Reach out to assigned customers to resolve invoice disputes and collect payment of overdue invoices

Be a positive and energetic ambassador who ensures colleagues within the team remain onboard

Requirements

Bachelor or Master's in Business Administration

Minimum 2 years of leadership experience in sales environment

Strong communication and collaboration skills

Strong in stakeholder management

What can you expect of us

When you join our team as a Team Lead Customer Services, you can expect:

A competitive salary and benefits package.

Opportunities for professional growth and career development.

An open, supportive, and international work environment.

The chance to work with leading-edge maritime technology and global customers.

Attention to recruitment companies,

Please DO NOT call the company, we are not using recruitment companies. Thank you.