Customer Service Operations Lead

Functie

The purpose of this position is to lead the daily operations in the Customer Service team in Belux, organizing qualitatively the set of tasks to be performed, both individually and in the department for its different areas. Ensure all deadlines are met and that the team is on top of all customer service tasks with the right priority setting.
Supports four local Customer Service Representatives in all daily operations and seeks continuous improvements within the department of Customer Service and across the full End to End Supply Chain.
Responsible for meeting and exceeding customers customer service expectations in all contact points and in all processes and tasks with an excellent cross functional collaboration and communication.

• Motivate the Customer Service team to achieve the defined results to ensure clients satisfaction, by proving status and progress on KPIs and year plans.
• Monitor all the KPI’s needed for the activity of the Customer Service Team, including the organization of order management, calls frequency, administrative tasks, contact route, claims processing, timings, etc.
• Establish effective communication, understand the needs for improvement and provide insights to optimize performance. Be able to build synergies with all departments, especially a close collaboration with Sales Supply Chain and Finance to guarantee the best support for each type of customer.
• Prepare external communication towards customers on supply chain disruptions
• Supports Customer Service Representatives in all daily operations and seeks improvements within the department of Customer Service. Act as Customer Service Representative in workload peak situations.
• Lead and take part in continuous improvement projects
• Lead the daily local Customer Service operations meeting and participate in weekly and periodic reviews.
• Support local Key user for Navision participating in yearly testing, attending periodic key user meeting and ad hoc trouble shooting.

Profiel

• University Degree preferable
• Fluency in English, French and Dutch is required.
• +3 years of experience in a similar position with a very strong customer service component and data analyst.
• Logistic and business understanding is required.
• High approachability and good communication skills.
• Experience from designing and setting up new processes and way of working is an advantage.
• Ability to plan and prioritize, preferable proven based on previous work experience.
• IT literate: high level of Microsoft Office, especially Excel- user level. High level of NAV knowledge is an advantage.


Onze klant

An international well known company within FMCG industry.

Aanbod

  • Do you have pets? Care to bring them to the office? Yes you can!
  • International Environment
  • Interesting salary package with fringe benefits
  • Dynamic, young and open-minded working space
  • Worklife balance
  • A career path

Locatie

Zaventem