Job Description
You will be responsible for managing all customer service teams within the Supply Chain division, including the UK and continental teams. You will also oversee the Supply Chain Integration team. Your primary goal is to ensure seamless daily relationships with customers.
Key Performance Indicators (KPIs) will be monitored to analyze current results, develop, and implement improvement action plans. You will work closely with your team to optimize customer relations and provide an optimal service experience.
Responsibilities:
1. Lead all Customer Service and Supply Chain Integration teams for the Supply Chain division.
2. Help team members grow and develop through coaching and training.
3. Deliver exceptional service to customers, focusing on on-time and damage-free delivery, accurate transactions, and cost-effectiveness.
4. Optimize current methods, procedures, systems, and analytical tools to measure and improve performance.
6. Ensure flawless execution of new product flows and services to and from customers.
7. Create an annual action plan for the department aligned with the company's strategy and customer needs.
8. Work closely with internal teams, including Sales, Key Account, Operations, Customs, Business, and Data Analysts.
9. Built strong relationships, create partnerships, build trust, share ideas, and achieve results.
10. Serve as an escalation point for Key Account Managers and customers.
11. Minimize escalations and improve customer delivery through proactive actions.
12. Measure customer satisfaction on specific topics quarterly with other teams.
13. Verify outgoing invoices via monthly spot checks against contractual agreements.
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Your Profile
To succeed in this role, you should possess:
* A Master's degree in economics, operations/supply chain, or sales/marketing (or equivalent through experience).
* A minimum of 10 years of work experience, preferably in a logistics environment.
* The ability to travel up to 20% of the time, with a main office in Zeebrugge, Belgium.