Role Overview
This senior leadership position oversees the entire customer service experience for the Supply Chain division. You will be responsible for ensuring seamless interactions between our teams and customers.
Your primary objective is to deliver exceptional service quality, measured through Key Performance Indicators (KPIs). You will work closely with your team to optimize customer relations and improve service efficiency.
Main Responsibilities:
1. Manage and lead all Customer Service and Supply Chain Integration teams for the Supply Chain division.
2. Coach and train team members to enhance their skills and knowledge.
3. Focus on delivering high-quality service to customers, emphasizing on-time and damage-free delivery, accurate transactions, and cost-effectiveness.
4. Improve current methods, procedures, systems, and analytical tools to enhance performance measurement and improvement.
5. Collaborate with the Sales team and Key Account Managers to manage and discuss KPIs against customers.
6. Develop and implement action plans with key customers in close collaboration with Key Account Managers and Operations teams.
7. Ensure smooth execution of new product flows and services to and from customers.
8. Create an annual action plan for the department aligned with the company's strategy and customer needs.
9. Work closely with internal teams, including Sales, Key Account, Operations, Customs, Business, and Data Analysts.
10. Foster strong relationships, create partnerships, build trust, share ideas, and achieve results.
11. Act as an escalation point for Key Account Managers and customers.
12. Maintain a proactive approach to minimize escalations and improve customer delivery.
13. Measure customer satisfaction on specific topics quarterly with other teams.
14. Verify outgoing invoices via monthly spot checks against contractual agreements.
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Your Profile Requirements
To excel 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.
* Fluent communication skills in Dutch and English.
* Strong people management and coaching abilities, inspiring and motivating your team.
* Excellent empathy and initiative-taking skills, with a focus on good communication and cooperation.
* A strong customer focus and understanding of commercial needs.
* Analytical strength and decisiveness.
* Calmness under pressure and problem-solving thinking and action.