Patrick Van Berkel Email & Phone Number

Breda, North Brabant, Netherlands

Breda, North Brabant, Netherlands

Breda, North Brabant, Netherlands

Aug 2020 – Dec 2022Epredia Netherlands B.V. – Customer Service Manager EMEADepartment: Customer Care EMEA• HR management of 22 employees (capacity planning, development of staff, coaching, performance management).• Hire and build up a team in a 100% working from home situation in a startup phase of the company to cover EMEA providing support in 9 different languages.• Ensure that quality of operations is in line with agreed standards/specifications and compliancy rules.• Escalation management (external: partners and customers; internal: Channel managers, Sales Managers, Factories, Sales Director EMEA, CEO and Supply Chain Managers).• Drive process Excellence.• Member of the local Management team.

Eindhoven Area, Netherlands

• HR management of 22 employees (capacity planning, development of own staff, coaching, performance management).• Ensure that quality of operations is in line with agreed standards/specifications and compliancy rules.• Escalation management (external: distributors and customers; internal: Factories, BL Directors and Supply Chain Managers).• Manage and create a working environment enabling the team to deliver excellent service levels at minimum integrated supply chain cost.• Monitor the Key Performance Indicators (KPI’s) and take necessary actions as soon as possible to steer and correct.• Drive process Excellence as Process Owner within the Value Stream.• Improve the business performance by applying LEAN in the Value Stream.• BiU Order Management Improvements• Member of the Center of Excellence Market Order Management team.

Netherlands

Department: HW-services Global Order and Delivery Management EMEA (Rijen, Netherlands)• Managing 45 employees/contractors with various backgrounds, cultures and languages in three sub-departments: Order Management, Customer Contract Implementation and Ericsson Delivery Management. • Responsible for the Delivery Performance and SLA’s in the EMEA region with more than 350.000 order lines per year for more than 650 customer contracts. • Overall responsibility for department KPI’s, budget, processes, work methods and HR management.• Member of the EMEA GSLC Management team.Results Achieved: Driver to change the Operational methodology and focus from delivery precision to contractual Agreement for all customers. Reducing Cost Centre cost with 7-10% year on year (without impacting the delivery precision and customer satisfaction) through atomization, process simplification and additional standardization. Outsourcing of department responsibilities (completed 1,5 months before the target date) without impacting performance during the transition.

The Netherlands

Department: HW-services GSLC Order Management (Rijen, Netherlands)• Managing 25 employees/contractors with various backgrounds and cultures.• Responsible for the Delivery Performance in the EMEA region with more than 300.000 order lines per year for more than 650 customer contracts. • Overall responsibility for department KPI’s, budget, processes, work methods and HR management.• Member of the local GSLC Management team.Results Achieved: Minimalize the operational impact of the implementation of a new order- and warehouse management system. Reducing Cost Centre cost with 7-10% year on year (without impacting the delivery precision and customer satisfaction) through atomization, process simplification and additional standardization.

Malaysia And China

Department: HW-services SCOC-APAC, (Kuala Lumpur, Malaysia and Guangzhou, China)• Managing 16 employees in both Customer Contract Implementation and Ericsson Delivery Management (from different background and cultures).• Site Manager for approx. 100 employees/contractors.• Responsible for Delivery Performance and department KPI’s, budget, processes, work methods and HR management) for the APAC-Region.• Member of the SCOC APAC Leadership team.Results Achieved: Redistribution of customer responsibilities and alignment of processes between Malaysia and China. Minimizing the impact (regarding delivery precision and customer satisfaction) while relocating the main warehouse in China.

Kuala Lumpur, Malaysia

Department: HW-services SCOC-APAC Delivery Management and SP&I (Kuala Lumpur, Malaysia)• Managing 17 employees in the department, consisting of Ericsson Delivery Managers, Customer Contract Implementation Managers, Project Managers, Regional Super Users, Report Writers, Regional Process managers and IT Support (from different backgrounds and cultures).• Responsible for Delivery Performance for SCOC APAC, Project lead times, System up-time (among others).• Member of the Local SCOC APAC Management team.Results Achieved: Driver for improving the delivery precision from 50% back to 95%, Central point of escalation for Ericsson Service organizations, identifying and implementing Process improvements, optimizing logistical setup (India).

Department: HW-services SCOC-EMEA Customer Management (Rijen, Netherlands)• Managing 25 employees/contractors with various backgrounds.• Responsible for the Delivery Performance in the EMEA region with more than 200.000 order lines per year for more than 600 customer contracts. • Overall responsibility for department KPI’s, budget, processes, work methods and HR management.• Member of the local SCOC EMEA Management team.Achieved Results: Driver for improving the delivery precision from 38% back to 95%, Central point of escalation for both punt Ericsson Service organizations and Customer Service organizations.

Malaysia

Department: HW-services Global Customer Management (Kuala Lumpur, Malaysia).• Management of 4 employees in the department, consisting of Sales Support and Customer Contract Implementation Managers (with different backgrounds and cultures).• Responsible for Project lead times, Solution Support and Cost Calculations• Member of the Global Customer Solutions Management team.Achieved Results: Establishing the APAC Customer Management team in line with the established EMEA-model. Expert Hardware Service support during contract negotiations, Logistic Design setup, timely implementation (without set budget) of new customer contracts, analyzing and where applicable optimize existing setups for existing customers.

Rijen, Provincie Noord-Brabant, Netherlands

Department: BUGS Global Customer Solutions (Rijen, Netherlands).• Responsible for personal Project lead times, Solution Support and Cost Calculations• Frequently involved in Customer Contract negotiation meetingsAchieved Results: . Expert Hardware Service support during contract negotiations, Logistic Design setup, timely implementation (without set budget) of new customer contracts, analyzing and where applicable optimize existing setups for existing customers.

Tilburg Area, Netherlands

Department: Eurapid (Tilburg, Netherlands)• Responsible for the day-to-day Operations of the Express department (12 employees)• Responsible for the day-to-day tasks of the Sales Support team (6 employees).Achieved Results: Contract management for main accounts, timely delivery to customers including agreed reports, Root Cause Analyses, identifying new logistic alternatives in order to reduce cost (without impacting delivery precision negatively) to two main accounts.

Education record

Education record

Activities and Societies: Erasmus Student Network

Education record