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.

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.

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%.

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.

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.

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.
• 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.

• 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.

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.

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.

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.

Education record

Education record

Activities and Societies: Erasmus Student Network

Education record