Customer Service Manager

Company description

PB Leiner is one of the world’s leading producers of high quality gelatins and collagen peptides. We supply a growing market in food, pharma, health nutrition and technical applications. In all our efforts, we strive to be the clear solution for our customers. We spot and exploit opportunities, and try to anticipate future trends for them. We pursue outstanding quality and choice, as well as smooth delivery. We have a global presence in terms of both our plants and sales support, and count approximately 1,1​00 collaborators worldwide. For our Customer Service department we are looking for a Customer Service Manager.

Job description

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. 

Profile

• 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. 

Offer

• A dynamic job in a challenging international environment. 

• You will join an enthusiast winning team. 

• An attractive salary package with a lot of benefits.