Functie

As a customer service manager you are responsible for providing outstanding customer service by leading and motivating your team. You keep the department running in an efficient and profitable manner, aiming for customer satisfaction increase, loyalty and retention and to meet internal and external customer expectations.

Your key responsibilities:

• Organize and review workload between team members who are located in the factories in Belgium and Germany. Evaluate, guide, train your team.

• Take ownership of customer issues and initiative corrective actions.

• Check and improve forecast accuracy.

• Active participation to yearly audits (FAVV, ISO, FSSC, RIGK). Document service procedures, policies and standards. Guarantee correct implementation.

• Key user for software applications (SAP, SAP CRM, SAP BPC).

• Organize and facilitate exhibitions with MarCom team.

• Follow-up on new export documentation and requirements, on new sales requests.

• Sales responsible for an agreed customer portfolio.

• Sales representative in local S&OP meeting, daily PO overview meeting, inventory meeting.

• Analyze statistics and compile recurrent reports on sample follow-up, forecast, DIFOT, GME, complaints, inventory.

• Keep ahead of industry’s developments and apply best practices to areas of improvement.

• Safeguard efficient functioning of your department and implement identified changes timely.

In this position you report to the regional sales director.

Jouw profiel

• You have a Bachelor’s degree in business, marketing, economics, chemistry or related field.

• You have commercial sales experience in an international context.

• You have experience in a customer service department as representative or team leader.

• You have affinity with our product range (lipids, minerals ,proteins, gelatin, collagen) and the industries we are serving (Pet food, Feed/Food industry, Biodiesel industry).

• You have a commercial drive and want to deliver an excellent customer service experience.

• You have strong organizational skills with the ability to manage multiple tasks at once.

• You are a strong communicator and know how to inspire others (team, customers,…).

• You are fluent in English, knowledge of Dutch is a plus.

• You have a very good knowledge of Microsoft Office applications and SAP.

• You have a strong sense of ownership and accountability in everything you do.

• You have ability to think strategically and to lead.

• De opmerkingen van de klanten verzamelen en doorsturen naar de dienst productie, marketing, onderzoek, ontwikkeling, ...
• Oplossingen voorstellen als antwoord op de klachten van de klanten of het dossier doorsturen naar de geschillendienst, de logistieke dienst, ...
• Kwaliteitsprocedures van de klantendienst uitwerken of verder uitwerken
  Controleren of kwaliteitsprocedures toegepast worden
• Uitwerken van of bijdragen aan de klantenstrategie
  De jaaractieplannen en de doelstellingen van de dienst bepalen
• Opvolggegevens van de activiteiten registreren
  Jaarrapporten opstellen
  Verbeteringen voorstellen
• Prestatie-indicatoren voor de dienst uitwerken
  De resultaten analyseren
  Aanpassingen doorvoeren
• De activiteiten van een team coördineren

Aanbod

• A dynamic job in a challenging international environment.

• You will join an enthusiast winning team.

• An attractive salary package with a lot of benefits.

Solliciteren

Carla Pauwels
02 255 63 91
carla.pauwels@pbleiner.com