Head of Customer Care West

At Evident we are currently hiring a strategic and operational lead of SSD Customer Care team West & South in France Paris/Rungis. Tasks **As head of customer care west and south you will**: - Have the strategic and operational responsibility for the customer care team of Evident in the regions west and south (France, Belgium, Spain, Italy) - You will be the disciplinary and functional lead of team members of respective local customer care teams - You will take care of the team setup, roles and responsibilities, as well as operational routines and processes in line with SSD EMEA process blueprints - You will take over the operational responsibility for customer front office and administration for sales & service requests as well as tender management - You will plan the operational priorities in the customer care team based on business requirements - You will be in charge of customer and sales satisfaction at responsible contact channels - You will lead project initiatives to improve the service levels as well as set up and process efficiency - You will make sure to qualify and continuously develop the team members with focus on product knowledge, system and process expertise, and communication skills - You collaborate with the Heads of Customer Care of other EMEA regions, the Sales Managers for respective countries and the Managers Sales Support & Supply Chain **Requirements**: - A true manager at heart and a "problem solver" as much as a visionary, you are passionate about customer relations - Bachelor’s Degree together with demonstrated operations, six sigma or lean management experience - Proven experience building and nurturing client relationships - Your state of mind: A strong team spirit. Transmit your know-how to a young team in full development and eager for knowledge - Responsiveness and composure to support your teams and respond to our customers in a seasonal activity sensitive to current issues - Strong organizational skills: You will interact with all key departments of the company to carry the voice of the customer - Leadership, you know how to carry your projects and give them the necessary resonance at different levels of the organization, from your team to top management - A strong capacity for analysis, strength of proposals and strategic excellence are the essential qualities to successfully manage a central department - Knowledge of compliance and fraud issues would be a big plus - You have been able to develop customer service from its after-sales service function to a real center of expertise - You know how to manage crisis situations and take up the challenge of e-reputation - Experience of employee management and development - You have at least 5/6 years of experience as Head of Customer Care or customer service or Customer success (B to B) - Experience working in an international context within a large organization is desirable - Advanced level of English language - written and oral - Additional languages are an asset, especially French, German, Italian or Spanish **Benefits**: - Flexible working hours - Regular training courses - A motivated team and an interesting customer structure - Payments towards an employee savings plan About Evident The Scientific Spirit At Evident, we are guided by the scientific spirit—innovation and exploration are at the heart of what we do. Discover what sets us apart. Customer-Focused Solutions Evident supplies advanced solutions that help make the world safer and healthier. Committed to developing new technologies and delivering world-class customer service, our responsibility goes beyond manufacturing products—we are pioneers. With a rich history, we support our customers with solutions that give them the information they need to do their work, whether it’s researching new medical breakthroughs or inspecting infrastructure to help ensure the safety of society. Through researching and developing advanced technologies, we create life science research, quality control and assessment, nondestructive testing (NDT), precision measurement and analysis, and environment and natural resources. We strive to exceed expectations by listening to our customers while anticipating future challenges to offer solutions optimized for your needs.