HGHS Partners is always on the move. We create an environment for our people with challenging projects, inspiring collaborations and the latest technologies, with interesting job opportunities and training programs for every employee.

In this role it is your objective to provide the best "user experience" to the B⚠B and B⚠C customers who use or want to use our products and services, to ensure the highest possible recruitment and retention rate of those customers, and to ensure high quality customer service by ensuring that their needs and expectations are met and by following up on the services provided.

About the job

Your main duties will include:

• Define the objectives for customer satisfaction and the resulting customer service strategy.
• Monitor the various defined KPIs and coordinate with the various internal teams on action plans to achieve the results.
• Coach a multidisciplinary team / Squad in a functional way. (e.g. Solution Manager, Service Manager Onboarding, Data Product Expert, UX/UI Designer, Service Manager, Solution Manager, ⚠nd Line expert, ...)
• Collaborate and consult with customers to identify their needs, expectations and any issues they may encounter in their user experience (e.g. app, website, platform shipping manager light, etc.)
• Manage daily operational issues across sales/service channels to ensure quality of service for mail and packages.
• Support customers during the integration process (on-boarding), whether it is launching a new customer or implementing an additional product/service for an existing customer.
• Improve & Develop self-service and digital capabilities so that our customers can use our products in a user-friendly and efficient manner.
• Define and implement clear and efficient processes to resolve customer problems and complaints quickly and satisfactorily

Required Skills and Qualifications:

• The role requires a strong experience (⚠+ years) in Customer Satisfaction Project Management.
• Communication and Collaboration: Exceptional interpersonal skills to effectively communicate with diverse teams, advocate for strategies, and align objectives across departments.
• Analytical Skills: Proficiency in analyzing segment-specific customer behaviors, preferences, and channel usage to inform channel strategies.
• Problem-Solving Abilities: Proactive approach to identifying and resolving issues related to omnichannel strategy application within customer segments.
• Project Management: Ability to manage budget and prioritize tasks effectively, collaborating with multiple teams and stakeholders to achieve desired outcomes.
• Innovative mindset: Proven experience in developing new services or improving existing services.
• Language Skills: Proficiency in English, Dutch and French is essential, enabling effective communication with a diverse range of clients and stakeholders.
• Experience in agile working environments is a plus

• Like many other companies, we offer a nice benefits package in addition to the monthly salary, including meal vouchers, hospitalization insurance, group insurance, ⚠ days of leave and ⚠ extra days of statutory leave, a thirteenth month, double holiday pay and many benefits with more than ⚠ HGHS Partners partners.
• This is what really sets us apart:
• Decisions are made here in Belgium. At the same time, you will be part of an International group, thanks to our many activities in Europe and Asia.
• You will find yourself in a company in full change. Admittedly, this creates some complexity, but above all lots of challenges and innovative projects.
• The atmosphere, the collegiality and the friendly HGHS Partners culture is unique. And we will prove it.
• You can focus ⚠% on your job, with optimal support from all our internal services.
• As an international provider of parcel logistics and e-commerce services, we create real connections between millions of people, businesses and communities. Our team of more than ⚠.⚠ employees is our greatest asset in this history. Through them, we continue to play a key role in our ever-changing society.