Customer Service Manager

Nutreco; Belfast; On-site; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Customer Service Manager, where you will lead a dynamic team in delivering exceptional service and driving customer satisfaction. This full-time role offers the opportunity to work in a vibrant international environment, focusing on continuous improvement and customer-centric solutions. You will play a key role in managing customer relationships, resolving issues, and implementing effective strategies to enhance service delivery. If you are passionate about inspiring change and fostering a positive culture, this position is perfect for you.

Qualifications

• Excellent communication and problem-solving skills are essential.
• Expertise in CRM systems and ability to inspire change.

Responsibilities

• Manage a team of customer service representatives effectively.
• Address customer complaints and drive a customer-focused culture.
• Establish and track service-related KPIs to drive performance.

Skills

Management experience in Customer Service

Sales expertise

Logistics knowledge

CRM systems proficiency

Problem-solving skills

Excellent communication skills

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, a leading global provider of innovative aquafeed solutions, revolutionizing aquaculture for a sustainable future, and Trouw Nutrition, which 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, maintain a positive, productive service environment, and drive a customer-focused culture while working to improve employee engagement.

About the Role:

1. Sales and Sales Support: Prepares tenders and quotations, liaises with departments such as Sales, Purchasing, and Finance, and renegotiates contracts with customers regarding price, specifications, and delivery to maintain relationships and meet volume, quality, and price requirements.
2. Resolving Customer Issues: Addresses customer complaints and escalations effectively.
3. KPI’s, Continuous Improvement, and Optimization: Establishes, tracks, and refines service-related KPIs like OTIF, NPS, DSO, and others to drive business performance. Identifies bottlenecks, analyzes processes, and implements improvements.
4. Development of Customer-Centric Solutions: Develops and implements collaborative service solutions and initiatives.
5. Commercial Administration and Data Management: Manages billing, recalculations, and data in accordance with company guidelines to ensure accurate records and understanding of customer situations.
6. Leadership and Direction: Provides leadership by setting objectives, reviewing performance, and offering feedback to team members.
7. Customer Relationship Management / Account Management: Develops relationship management plans for key accounts to build relationships and facilitate effective communication and issue resolution.
8. Operational Compliance: Monitors performance and behaviors to ensure compliance with policies and regulations.
9. CRM Data Management: Oversees CRM system implementation and maintenance, identifying opportunities for system improvements.

Ideal candidates should have excellent communication and problem-solving skills, expertise in CRM systems, and the ability to inspire change and influence others. An understanding of manufacturing challenges and a proactive approach to risk and opportunity management are also important.

Key Skills:

• Management experience in Customer Service, Sales, or Logistics

Why You Will Love Working with Us:

A full-time position in an international, dynamic environment with opportunities for professional growth within Nutreco and the broader SHV group.

Our Organisation:

Trouw Nutrition is a global leader in feed specialties, premixes, and nutritional services, supporting animal health and productivity across various species and life stages. With locations in 25 countries and around 5,000 employees, our mission is Feeding the Future.

Equal Opportunity Employer:

We are committed to diversity and inclusion, considering applicants without regard to race, color, religion, sex, national origin, or other protected statuses. Please inform us if you require accommodations during the recruitment process.