Customer Service Manager Supply Chain

You manage all customer service teams within the Supply Chain division (UK and continent) and the Supply Chain Integration team.   You manage daily relationships with our customers. You monitor performance (KPIs) to our customers: analyzing current results, developing, and implementing improvement action plans....  You help determine the long-term goals and implement them with your team.  Together with your team, you optimize customer relations.  You organize the teams and processes in the most efficient way to offer our customers an optimal service. 

Your role & responsibilities

• You will lead all Customer Service and Supply Chain Integration teams for the Supply Chain division (localized in Hull and Zeebrugge).
• You help people grow and develop through close coaching and training.
• You have a strong focus on delivering excellence in service to our customers (on-time and damage-free delivery, accurate transactions, cost-effective).
• You will optimize our current methods, procedures, systems, and analytical tools needed to measure and improve performance. 
• You will manage, discuss, and optimize our KPIs against customers in collaboration with the Sales team and Key Account Managers.
• You will ensure the development and implementation of action plans with key customers in close collaboration with Key Account Managers and Operations teams.
• You will ensure flawless execution of new product flows and services to and from customers.
• You will create an annual action plan for the department linked to the strategy of our company and the needs of our customers.
• You will work closely with all internal teams (Sales, Key Account, Operations, Customs, Business and Data analysts...). 
• You build relationships, create partnerships, build trust, share ideas, and achieve results.
• You are an escalation point for Key Account Managers and customers. 
• You ensure through proactive actions that escalations are minimized and customer delivery improves.
• Together with the other teams, you will measure customer satisfaction on specific topics on a quarterly basis. 
• You check the outgoing invoices via monthly spot checks by comparing with the (contractual) agreements.

Location

Baron De Maerelaan, Zeebrugge

Your profile

• Master's degree in economics, operations/supply chain or sales/marketing ( or equivalent through experience)
• Minimum 10 years of work experience, preferably in a logistics environment
• You are willing to travel (max 20% of the time). Your main office is Zeebrugge, Belgium
• You communicate effortlessly in Dutch and English. 
• You are a strong people manager/coach and inspire and motivate your team.
• You have great empathy.
• Taking initiative is in your nature and in doing so you always have an eye for good communication and cooperation with others.
• You have a strong customer focus and an understanding of their commercial needs.
• You are analytically strong and decisive.
• You remain calm in stressful situations and are strong in problem-solving thinking and action.