Customer Service Operations Lead Belux - Mars - Bruxelles

The purpose of this position is to lead the daily operations in the Customer Service team in Belux, organizing qualitatively the set of tasks to be performed, both individually and in the department for its different areas. Ensure all deadlines are met and that the team is on top of all customer service tasks with the right priority setting.

Supports four local Customer Service Representatives in all daily operations and seeks continuous improvements within the department of Customer Service and across the full End to End Supply Chain.

Responsible for meeting and exceeding customers customer service expectations in all contact points and in all processes and tasks with an excellent cross functional collaboration and communication.

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The Customer Service Operations Lead develops its functions for Royal Canin Benelux Cluster focussed on Belgium and Luxembourg in our Zaventem office. Our customers are organized in three Pillars (Pet Specialty Retail, Veterinary & Professional). The entire workflow is around our customers, their needs and performance.

The main function is to lead the daily operations with customers in an internal way of working (back-office), guaranteeing the management of all orders, as well as the resolution of incidents, and being the one who will ensure the best customer service.

This position will also promote the appropriate mechanisms for close collaboration and communication with customer service team. For this purpose, skills for building effective teams will be necessary among others mentioned below.

You will use your excellent communication skills to optimize the collaboration with the other Supply Chain teams and Sales, Marketing and Finance, but also with our external third-party logistics partners.

You will participate in multiple cross-functional projects in the organization, and you will lead internal projects to improve our processes and systems with the aim of improving customer service.

Being the daily contact with customers, this position also demands high conflict management skills and a lot of organization to manage day-to-day priorities and periodic tasks.

Furthermore, the function will support four local Customer Service Representatives to performs all operational tasks related to the customer interaction in the order to invoice process.

Education and Profesional qualifications:

• University Degree preferable
• Fluency in English, French and Dutch is required.

Knowledge and experience:

• +3 years of experience in a similar position with a very strong customer service component and data analyst.
• Logistic and business understanding is required.
• High approachability and good communication skills.
• Experience from designing and setting up new processes and way of working is an advantage.
• Ability to plan and prioritize, preferable proven based on previous work experience.
• IT literate: high level of Microsoft Office, especially Excel- user level. High level of NAV knowledge is an advantage.

What are your responsibilities?

• Motivate the Customer Service team to achieve the defined results to ensure clients satisfaction, by proving status and progress on KPIs and year plans.

• Monitor all the KPI’s needed for the activity of the Customer Service Team, including the organization of order management, calls frequency, administrative tasks, contact route, claims processing, timings, etc.
• Establish effective communication, understand the needs for improvement and provide insights to optimize performance. Be able to build synergies with all departments, especially a close collaboration with Sales Supply Chain and Finance to guarantee the best support for each type of customer.
• Prepare external communication towards customers on supply chain disruptions
• Supports Customer Service Representatives in all daily operations and seeks improvements within the department of Customer Service. Act as Customer Service Representative in workload peak situations.
• Lead and participate continuous improvement projects
• Lead the daily local Customer Service operations meeting and participate in weekly and periodic reviews.
• Support local Key user for Navision participating in yearly testing, attending periodic key user meeting and ad hoc trouble shooting.

• Work with over 130,000 like-minded and talented Associates, all guided by The Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

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