Customer Service Manager Europe

Job Title: Customer Service Manager Europe

Location: Energieweg 6, Venray, Netherlands (Onsite)

Company: ZT Outdoor Living GmbH

Key Responsibilities

• Build and lead customer service team to deliver prompt, professional, and human-centered service aligned with the company's proactive service philosophy.
• Deeply understand customer personas-especially female buyers-and ensure team interactions are attentive, reassuring, and brand-consistent.
• Serve as an escalation point for complex service issues and lead the resolution process with diplomacy, speed, and ownership.
• Work closely with sales, logistics, and product teams to ensure smooth order execution, complaint handling, and after-sales coordination.
• Monitor KPIs (response time, satisfaction rate, complaint resolution) and drive continuous service optimization.
• Develop and refine customer journey touchpoints, implement service SOPs, and contribute to CRM and loyalty-building initiatives.
• Deliver training, coaching, and performance feedback to ensure team excellence and professional growth.
• Actively collect customer feedback and translate insights into actionable improvements for product, packaging, or user instructions.

Key Qualifications

• Minimum 5 years of experience in customer service or service operations, with 2+ years in a leadership role; experience in lifestyle/home & garden/furniture industry is preferred.
• Strong customer empathy and service intuition, with the ability to connect naturally with consumers and translate emotional needs into effective service actions.
• Highly proactive, independent, and ownership-driven, with a hands-on approach to daily operations.
• Fluency in English, German, French, and Dutch (spoken and written)
• Familiarity with customer service systems (CRM, Zendesk, Salesforce Service Cloud, etc.), KPI dashboards, and escalation management protocols.
• Excellent communication, conflict resolution, and team coaching abilities.

What We Offer

• A purpose-driven and people-centered working culture
• The opportunity to lead a key European market in a fast-growing international company
• Competitive salary and incentive scheme based on performance
• Professional development opportunities and cross-regional exposure