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Customer Service Manager

For our Supply Chain team which supports the Tessenderlo Group Business Units Tessenderlo Kerley International & Performance Chemicals, we are currently looking for a motivated Customer Service Manager. The job is based in Ham, Belgium, but the scope of the position also covers the Customer Service team that is located in Loos, France. This role will report to the Supply Chain Manager.

YOUR FUNCTION:

  • You will be responsible for managing and leading a team of Customer Service Representatives (CSRs) who are located in Ham and Loos and for the end-to-end Order-to-Cash process to ensure a high level of customer service (credit & cash collection is managed by another department).
  • You will take ownership of the Customer Service process and drive the continuous improvement of that process.
  • You will be required to assess our processes in view of our customer experience ambition and you should be able to bring and implement ideas to make it easier to do business with us and/or to reduce the complexity of processes.
  • You should be capable of proactively identifying problems and improvement opportunities, and involve other parties for resolution when necessary in order to increase the efficiency of the process.
  • You will be responsible for driving the complaints process, ensuring you give a high level of attention to the customers and a focus on the continuous improvement of our processes.
  • You will represent the Customer Service department within the organization and promote strong interaction between the CSRs, sales and other departments.
  • You must identify and implement actions in order to improve collaborations between Supply Chain and Sales.
  • You will be responsible for the budget of the Customer Service department.
  • You will need to motivate and develop the team leads and customer service representatives so as to create an effective way of working together.
  • You must collect the necessary information in order to understand the values of the different process KPIs, as defined in the process maps, and initiate the activities that are needed.

 

YOUR PROFILE:

  • You should have a Master's degree or the equivalent by experience (commercial or economic and possess a minimum of 8 years of relevant experience in a Customer Service environment.
  • Previous work experience in a global environment with a product portfolio featuring commodity and specialty products is preferred.
  • You need to have a good understanding of customer order processing, order to cash processes & tools, and specifics regarding the exportation of goods. You should have a basic knowledge of planning and logistics.
  • You must have strong customer-oriented skills, as well as an internal continuous improvement and solution-driven attitude.
  • You need to have the ability to lead, coach and motivate both individuals and teams.
  • You should be able to establish effective communications and common goals and objectives.
  • You need to have excellent analytical skills, be resilient to stress and should be experienced in working autonomously.
  • Active knowledge of forecasting software, ERP packages (more specifically: SAP) is required.
  • In addition to Dutch, you must be able to speak English and French fluently. Knowledge of other languages is a plus.
INTERESTED?

 

If so, please send your resume to jobstch@tessenderlo.com