Job Description:
Nutreco, a member of the SHV family, is committed to 'Feeding the Future' through sustainable and innovative practices. Nutreco operates through two main business lines: Skretting, a leading global provider of innovative aquafeed solutions, revolutionizing aquaculture for a sustainable future, and Trouw Nutrition, which specializes in animal nutrition, advancing livestock health and productivity with cutting-edge solutions.
We are seeking a Customer Service Manager responsible for leading a team of customer service representatives, ensuring effective service delivery to internal and external customers. The role involves handling customer complaints and escalations, maintaining a positive, productive service environment, fostering a customer-focused culture, and working to improve employee engagement.
About the Role:
Sales and Support:
* Prepare tenders and quotations; liaise with Sales, Purchasing, and Finance departments.
* Re-negotiate contracts regarding price, specifications, and delivery to maintain customer relationships and meet business requirements.
Resolving Customer Issues:
KPI’s, Continuous Improvement & Optimization:
* Establish, monitor, and refine service KPIs such as OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE; analyze bottlenecks and improve processes.
* Develop customer-centric service solutions and initiatives.
Commercial Administration & Data Management:
* Manage billing, recalculations, and data archiving in accordance with company guidelines.
Leadership & Direction:
* Provide leadership through setting objectives, performance reviews, and ongoing feedback.
Customer Relationship & Account Management:
* Develop plans for complex customer accounts, build relationships with decision-makers, and facilitate effective communication.
Operational Compliance:
* Monitor and review team performance to ensure compliance with organizational policies and regulations.
CRM Data Oversight:
* Oversee CRM system implementation and maintenance; identify opportunities for system improvements.
Key Skills & Qualifications:
* Management experience in Customer Service, Sales, or Logistics.
Why You Will Love Working with Us:
* Global benefits including a full-time position, competitive package, and growth opportunities within Nutreco and the SHV group.
About Trouw Nutrition:
Leading provider of innovative feed solutions, operating in 25 countries with around 5000 employees, dedicated to 'Feeding the Future.'
Equal Opportunity Employer:
We consider all applicants without regard to race, color, religion, sex, national origin, or other protected statuses. Please inform us if accommodations are needed during the recruitment process.
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