Job Description
Nutreco is a member of the SHV family, and we are committed to 'Feeding the Future' through sustainable and innovative practices. Nutreco has two business lines: Skretting is a leading global provider of innovative aquafeed solutions, revolutionizing aquaculture for a sustainable future. Trouw Nutrition specializes in animal nutrition and is committed to advancing livestock health and productivity through cutting-edge solutions.
We are looking for a Customer Service Manager who manages activities of a team of customer service representatives, ensuring effective delivery of service to all levels of internal and external customers. You will handle customer complaints and escalations. As well as maintaining a positive, productive service environment which drives a customer-focused culture you will work to improve employee engagement.
About the Role:
Sales and Sales Support
* Prepares tenders and quotations, and liaises with other departments, particularly Sales, Purchasing and Finance. A
* (Re)negotiates contracts with customers for renewals regarding price, specifications and delivery within defined parameters and standards set by Sales, to continue the relationships with customers meeting volume, quality, and price requirements.
* Resolving Customer Issues
KPI’s, Continuous Improvement and Optimization
* Establishes, continuously tracks and refines other relevant service-related KPI’s such as OTIF, NPS, DSO, Order & Invoice Accuracy, OD, PO, OE and other performance evaluation methods to help drive the business forward.
* Identifies bottlenecks and analyses, initiates, (co)develops, implements, optimizes and/or continuously improves work processes, techniques and systems within the team and encourages the optimization and improvement of current processes;
* Development of collaborative customer-centric service-based solutions and initiatives.
Commercial administration and data management
* Executes and adjusts all acts relating to the billing and pre-, post-and re-calculations, within the guidelines applicable to the processing of data in relationship management, aimed at proper and clear records.
* Ensures the proper management of all data from external customers in accordance with the archiving procedures, aimed at understanding the customer's situation required for an adequate customer relationship.
Leadership and Direction
* Provides leadership (i.e., setting individual objectives, reviewing performance, and providing ongoing feedback on a formal & informal basis) so that all reports are aware of what they are required to achieve and how they are performing against their objectives.
Customer Relationship Management / Account Management
* Develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and to enable an effective two-way flow of information and resolution of issues.
Operational Compliance
* Monitor and review performance and behaviours within the area of responsibility to identify and resolve non-compliance with the organization's policies and relevant regulatory codes and codes of conduct.
Customer Relationship Management (CRM) Data
* Oversee the implementation and maintenance of the customer relationship management system within the area of responsibility, identifying and communicating opportunities for system improvement that may enhance the management of customer relationships.
* Excellent communication and problem-solving skills, able to create and execute customer centric service based solutions.
* Excellent knowledge and expertise in CRM systems in terms of both functionality and usage.
* A catalyst for change, a person who can make changes happen by inspiring and influencing
* An understanding of manufacturing challenges and manufacturing performance leverage
* An inquisitive approach, able to identify risks and opportunities for appropriate follow up
Key Skills:
* Experience in a management role in Customer Services, Sales or Logistics
Why You Will Love Working with Us:
Global Benefits
* A full-time position in an international, dynamic environment
* Competitive remuneration package, good pension scheme.
* Opportunities for professional growth within Nutreco and the broader SHV group.