Manager Customer Services

Are you our communicative, true people leader and continuously improving with a strong commercial affinity? Are you excited to lead an international team of customer service officers  for the OpCo Europe within Business Group Professional and Trading and support the business growth? FrieslandCampina Professional is looking for a Teamlead/Manager Customer Service Europe!
 

FrieslandCampina Professional & Trading is a world-class, global leader in dairy and plant-based value-added ingredients and solutions targeted at professional customers such as bakeries, fast food and coffee chains, hotels, restaurants, catering companies as well as industrial food and beverages companies. In close cooperation with customers and through the exchange of in-depth market, ingredient and solution expertise, FrieslandCampina Professional & Trading helps customers to win in their markets. FrieslandCampina Professional & Trading is a global business with sales offices, dedicated ingredient product and application development and production facilities around the world. The Teamlead/Manager Customer Services is part of the Customer Operations Management Team and reports to the Manager Customer Operations.

Manager Customer Services

What we ask

  • > 5 years of experience in customer service and/or teamcoordination, preferably in the FMCG sector
  • Fluently in English, written and spoken
  • Knowledge of Supply Chain processes within the FMCG
  • Strong communication & presentation skills, written and spoken
  • Strong drive towards customer satisfaction and balance against operational excellence 
  • Pro-active attitude and people person / team player 
  • Problem solver, continuously looks for opportunities and improvements within daily work context and take ownership in implementing solutions

What we offer

  • Unique company culture of Dutch heritage and international presence   
  • We offer great work life balance, and competitive salary & benefits package 
  • Workweek of 38 hours, competitive pension scheme, holiday allowance of 8%, end year allowance 5%, bonus scheme, flexible working hours and the ability to work from home. 
  • Diverse training and mentoring programs to help you grow on your own professional journey  
  • Exceptional support of cross disciplinary movement within the company to broaden your knowledge and growth paths   
  • A friendly and informal working environment, yet professional team members as sparring partners   
  • Autonomy and trust to create longer term impact that helps bring better nutrition to the world   
  • Free cheese and milk at lunch in the central office, and barista coffee to help you go through your working days with a lot of joy  
  • FrieslandCampina has a ‘fietsplan’ 

Vacancy description

Accountable for Order to Sales processes 

  • Supports with daily operating tasks to create a smooth and efficient order to cash process and a high customer satisfaction. This includes Order processing, Invoicing, Order changes, Order allocation, etc.
  • Monitors execution of agreements made with internal/external customers and suppliers
  • Monitors execution of daily tasks and signals potential (threatening) deviation to be able to react on time 
     

Managing Service Levels 

  • Flawless service level reporting
  • Designing and driving performance control system
  • Leading root cause analysis for KPI’s and Service Level, including implementing corrective actions
  • Ensures flawless execution of clean desk activities in SAP
     

Leading a Customer Care team

  • Leads/coordinates a Customer Care (Support) team
  • Sets up and executes a team year plan based on the department year plans together with the Customer Care Lead and Logistics Account Manager(s)
  • Determines priorities within customer care team and steer team accordingly
  • Makes daily work planning and divides important tasks among team members
  • Ensures high level of customer satisfaction of customer service department for customers
  • Correctly registers employee administration of own team (e.g., working hours, sickness)
  • First level of escalation in case of operational or customer issues
     

People development: Leads, coaches, motivates, and develops team members

Information, Communication and Continuous Improvement

  • Continuously looks for opportunities & improvements within daily work context and lead these projects to successful implement solutions.
  • Together with other Customer SC department responsible to realize service level and other Logistics targets (e.g., minimization of waste)
  • Secures clean desk way of working in SAP and analysis problems if occurred

 

Department overarching Process Optimization Projects

  • Participates in cross-department improvement projects as well as customer improvement projects
  • Participates in projects driven by the Excellence department on BG level to improve the Professional Customer Care standards and processes
  • Leads and/or participates in projects impacting other departments and/or requiring collaboration and integration with other departments
Staying true to who you really are, that is your starting point at FrieslandCampina. Because it is precisely by embracing our differences that we can grow together. We want to create a working environment that allows all employees to bring their best and authentic selves. If who we are suits you, but you're not sure if you're the best fit for the role, we still encourage you to apply so we can help you find the role that fits you best.

This job contributes to FrieslandCampina’s success by ensuring the high level of competence in the Customer Care Area. The Customer Care department is responsible for a customer focused, efficient the Order to Cash process in order to deliver and invoice our products to our customer with the requested amount, quality and information at the desired timeslot at the lowest costs and highest customer satisfaction. The Teamlead Customer Care coordinates a team of Customer Care (Support) officers and is responsible for a correct and efficient Order to Cash process for a specific market and/or geographical area.

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Contact

Rianne van Vessem

1  / 
JOB-ID: 55968 | Manager Customer Services, Netherlands
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