Job Overview

The Customer Service & Supply Chain Director (Europe) is responsible for overseeing and managing region EMEA's Customer back-office function, from procurement of goods and services through to final delivery and invoice, and after sales support.  The successful candidate will have a wide experience in improving process efficiency and quality to ensure the best possible service for Gunnebo customers.

The role will focus on working closely with colleagues within the EMEA management team to develop and implement the centralisation and hub structure of the customer service function, for teams located across Europe.  Critically, the role will ensure alignment with the sales market plans, ensuring the business provides fit for purpose support solutions to ensure efficiency and profitability in all regions where we choose to operate.

They will be responsible for effective supply chain solutions, including overseeing replenishment into a European Distribution Centre ("EDC").  The role will ensure the team maintains strong relationships with a range of internal and external global vendors and deploy close management of key suppliers to ensure performance KPIs are maintained.

The successful candidate will be an ambitious and driven professional, with relevant experience of implementing change and process improvement into a multi-site operation.  They should have an interest in managing internationally and be able to travel extensively to visit Gunnebo offices, key suppliers and Customers.

This is an excellent opportunity for the right candidate to become a member of a progressive team going through a change journey, where they will have real influence and an opportunity to drive success within the region.


•Plan and implement the overall Customer Services and Supply Chain strategy for the region

•Coordinate and deliver the centralisation and hub strategy for customer functions, including customer service, installation services and sales support

•Review organisational structures an implement plans to ensure best process and cost efficiency

•Identify process bottlenecks and implement solutions in a timely manner

•Improve working relationships and communication across the European hub locations

•Ensure effective and customer-oriented sales support in order to gain efficient customer relationship and quality

•Promote the ethos of excellent customer service throughout the organisation

•Set a clear mission and deploying strategies focused towards the mission of an efficient and profitable department, with increased customer satisfaction, loyalty and retention 

•Develop service procedures, policies and standards

•Determine key KPIs to measure the success of our Supply Chain and Customer Service operations

•Contribute to strategic planning to improve the overall performance and cost / value of fulfilment and delivery

•Deal promptly and effectively with escalations received within own team or other managers

•Nurture a strong and trusting relationships with key customers and sales colleagues

•Own the tactical relationship and continual improvement plan with suppliers

•Provide the lead for Gunnebo at performance reviews with all selected suppliers; including monthly review meetings for central 3PL and key suppliers

•Represent the interests of all Gunnebo in relation to performance and financial best value

•Implement purchasing process changes to ensure best inventory efficiency (stock turns) and optimise cash flow

•Oversee robust stock management processes, including monthly cycle counts and annual stock-takes

•Ensure 100% system accuracy between Gunnebo ERP and central 3PL inventory systems, including bi-monthly audits 

•Maintain financial control, responsible for robust monthly invoice checking, approval, and correct assignment

•Use and follow-up of Corporate IT systems relevant for the business and according to policies

•Maintain close control of non-conformance notifications ("NCN") and ensure administration is kept up to date

•Collaborate with Sales, Business Development, IT, HR and Finance functions to ensure company success

•Mentor and evaluate the team; providing honest and constructive feedback in regular review meetings in accordance with the company IMPACT performance management program 


•Structure the Europe Customer Service organisation to meet the regional strategy

•Implement and maintain European standards, processes and measures for the following functions: 

1.Pre and Post sale Customer Service

2.Sales support

3.European Distribution Centre replenishment

4.Purchasing & supplier management

5.Order fulfilment (installations, EDC supply, direct factory supply)

•Maintain customer On-time, In-full ("OTIF") performance >97%

•Accuracy and maintenance of system inventory; >99.0% financial value accuracy at annual stock-take

•Maintain stock availability to agreed KPIs based on stocking criteria

•NCNs never exceed 4 weeks from assignment to completion

Person Specification

•Customer service orientation, ideally with proven experience as a customer service leader across multiple countries

•A track record of delivering service levels and efficiency improvements

•Demonstrable ability to drive change initiatives with a positive impact across an international company

•Able to develop streamlined support functions and market strategies to drive efficiencies

•Confident, collaborative, articulate and able to influence at all levels, through effective communication

•Analytical, with a focus on results and solutions

•Demonstrate sound judgement and effective decision-making skills

•Flexible and adaptable in style, with the ability and willingness to switch from operational "hands on" to high level strategic activities on a daily basis

•Credible presence with ability to build relationships with customers, internal sales managers and own staff

•Calm, clear thinker that operates well under pressure

•A high degree of commercial awareness and acumen, capable of reading and managing a P&L

•Working knowledge of customer service software, databases and tools

•Awareness of industry's latest technology trends and applications

•Excellent communication, able to lead process improvement with communication to an international community

•Pragmatic; gets immediate positive results rather than waiting to achieve the perfect outcome

Experience & Qualifications

:•5+ years of related professional management experience

•Fluent in English

•Ability to travel internationally up to 40% of working time

•Track record of creating and leading high performance multi-functional teams and developing talent

•Experience in delivering step change improvements in KPIs (eg. OTIF, NPS, inventory optimisation)

•Experience leading highly distributed workforces, including engagement and teambuilding of virtual teams

•Experience in recruitment, appraisal, performance management, handling discipline/grievances, coaching etc. 

•Experience with vendor management and purchasing process


•Knowledge of the security sector, with experience of Safe Storage products or similar

•Track record of managing operations across a range of European countries

•Graduate level education or equivalent professional accreditation

•Additional language skills

Additional Information

Place of work:  Based from home, within commuting distances of a BUSS Hub (DE or UK preferred) 

Reporting into:  VP EMEA 

Reporting team:  Approx. 20-25 employees in 5 countries 

Travel:  Regular international travel expected (30-40%)


How to apply

If you fit this description or believe that you can deliver on what we are looking for, please send your CV with a letter of interest to Clara Colomés ( before March 1st.


Application Deadline: 1st March 2021